Customer Care Representative

Customer Care Representative

The Opportunity:

As a professional in shared services, you have the experience and skills to ensure our Delivery Hub operations are effective, efficient, timely, and valuable for internal and external clients. You know how to interface with internal and external customers and leadership to understand needs and gain insight on shared services performance.

You will be providing support for escalated Help Desk tickets from employees and vendors within the response service level agreement, updating tickets daily with complete notes, and ensuring tickets are resolved to the customer's satisfaction before they are closed. You'll also educate and provide policy guidance on all inquiries. This position is located in Norfolk, VA. Due to the nature of work performed within this facility, U.S. citizenship is required.

Ready to build the future of shared delivery for the better?

What You'll Work On:

• Provide front-line customer service and support to employees and managers, troubleshooting to analyze, isolate, and solve problems and issues.
• Perform administrative and transactional activities, including processing lifecycle transactions such as employee data changes, status changes, compensation, and separations.
• Utilize key customer care technologies such as telephony and case management to accurately capture and resolve employee and manager inquiries or determine if escalated support is required.
• Answer vendor questions in support of the work required to be accomplished.
• Educate inquiring employees about tools, policies, and processes for the organization so that they are better informed on how to handle their inquiry more independently.
• Ensure sensitive information remains confidential and protects personal information when processing all transactions and addressing employee inquiries in line with the organization's data privacy requirements.
• Ensure compliance with departmental practices and applicable local, state, and federal laws and regulations.
• Utilize a knowledge base to answer questions, resolve issues, and complete transactions.
• Update and correct knowledge articles as appropriate.

Join us. The world can't wait.

You Have:

• 2+ years of experience in customer service
• Experience using Microsoft Office programs such as Word, Excel, and Outlook
• Ability to work independently and multitask through to completion
• Ability to build strong relationships with COE partners and business sectors to improve delivery
• HS diploma or GED

Nice If You Have:

• Experience working in a Help Desk or Contact Center environment
• Experience applying detailed focus on data and processes to ensure data integrity
• Ability to use multiple applications and databases in a fast-paced environment
• Ability to communicate clearly via email or phone
• Possession of excellent listening skills
• Possession of excellent research and problem-solving skills
• Bachelor's degree

Compensation

At Booz Allen, we celebrate your contributions, provide you with opportunities and choices, and support your total well-being. Our offerings include health, life, disability, financial, and retirement benefits, as well as paid leave, professional development, tuition assistance, work-life programs, and dependent care. Our recognition awards program acknowledges employees for exceptional performance and superior demonstration of our values. Full-time and part-time employees working at least 20 hours a week on a regular basis are eligible to participate in Booz Allen's benefit programs. Individuals that do not meet the threshold are only eligible for select offerings, not inclusive of health benefits. We encourage you to learn more about our total benefits by visiting the Resource page on our Careers site and reviewing Our Employee Benefits page.

Salary at Booz Allen is determined by various factors, including but not limited to location, the individual's particular combination of education, knowledge, skills, competencies, and experience, as well as contract-specific affordability and organizational requirements. The projected compensation range for this position is $43,700.00 to $89,000.00 (annualized USD). The estimate displayed represents the typical salary range for this position and is just one component of Booz Allen's total compensation package for employees. This posting will close within 90 days from the Posting Date.

Identity Statement

As part of the hiring process, we will ask you to complete an identity verification process that leverages advanced biometrics and artificial intelligence to ensure authenticity and protect against identity fraud. You are expected to be on camera during interviews and assessments. We reserve the right to take your picture to verify your identity and prevent fraud.

Candidate AI Usage Policy

AI is a part of our daily work at Booz Allen, and we are committed to the responsible and ethical use of AI tools. However, we want to ensure a fair candidate process based on your own skills and knowledge. As part of this commitment, the use of artificial intelligence (AI) or other tools to assist with responses during interviews (whether in-person or virtual) is prohibited unless permission is explicitly provided.

Work Model

• Remote: If this position is listed as remote, there may still be occasions when you are required to work in person at a Booz Allen or customer facility.
• Hybrid: If this position is listed as hybrid, you will be expected to work from a Booz Allen facility frequently, in alignment with leadership expectations and the needs of the role. You may also be required to work from or visit a customer facility.
• Onsite: If this position is listed as onsite, work will primarily be performed at a Booz Allen office or customer facility, where employees will collaborate directly with colleagues and customers as required by the role.

Commitment to Non-Discrimination

All qualified applicants will receive consideration for employment without regard to disability, status as a protected veteran or any other status protected by applicable federal, state, local, or international law.