Customer Service and Administrative Specialist I

Job Description

Job Description

Description:

Ancon is a contracting and staffing firm providing professional support services to Government agencies nationwide.

This position is 100% on-site at our Government customer's facilities in Southwest Washington, DC. Remote work is not available unless specifically authorized by the Government.

Position Summary

The Customer Service and Administrative Specialist I serves as a primary customer-facing representative supporting our Government customer's Executive Services organization. As the first point of contact for Government employees, executive leadership, visitors, and external stakeholders, this position is responsible for delivering exceptional customer service by responding to telephone calls, emails, conference room reservation requests, scheduling inquiries, and general customer service requests.

In addition to providing outstanding customer service, this position plays a critical role in coordinating conference room reservations, executive meeting schedules, workspace reservations, and related scheduling activities using Archibus or comparable scheduling and reservation systems. The position works closely with the Meeting & Events team to ensure meetings, conferences, executive engagements, and special events are accurately scheduled, communicated, and supported.

Working under the guidance of Ancon's Project Manager and key management personnel, and in close coordination with our Government customer's Executive Services leadership, the Customer Service and Administrative Specialist I provides timely, professional, and responsive customer service while coordinating scheduling activities, administrative support, and customer communications. The successful candidate must possess exceptional verbal and written communication skills, demonstrated follow-through, outstanding organizational abilities, and the ability to manage multiple priorities in a fast-paced Executive Services environment.

Key Responsibilities

• Serve as the primary point of contact for customers by answering incoming telephone calls, responding to emails, and assisting with customer inquiries in a professional, courteous, and timely manner.
• Coordinate conference room, executive meeting, workspace, and hoteling reservations using Archibus or comparable electronic scheduling and reservation systems.
• Manage meeting schedules, room availability, reservation changes, cancellations, and scheduling conflicts while ensuring accurate and timely customer communications.
• Work closely with the Meeting & Events team to coordinate meeting logistics and ensure conference rooms, executive meeting spaces, and event requirements are accurately scheduled and communicated.
• Coordinate customer requests with Facilities Management, Logistics, Audio Visual Services, Information Technology, Security, Parking Services, and other support organizations to ensure meetings and events are fully supported.
• Monitor shared email inboxes, Microsoft Teams channels, customer service queues, and other communication platforms throughout the day.
• Prepare and distribute reservation reports, meeting schedules, customer correspondence, activity reports, and other administrative documents.
• Maintain accurate reservation records, calendars, customer files, operational documentation, and scheduling information.
• Demonstrate exceptional follow-through by tracking customer requests through completion and providing timely status updates.
• Submit and monitor facility maintenance requests, service tickets, and operational support requests.
• Support Meeting & Event Specialists during periods of increased operational activity, employee absences, and project surges.
• Provide administrative support across the Executive Services organization as assigned.
• Maintain confidentiality while supporting executive leadership and sensitive activities.
• Perform other related duties as assigned.

Qualifications

• High School Diploma or GED required; Associate's or Bachelor's degree preferred.
• Minimum five (5) years of progressively responsible experience in customer service, administrative support, office operations, scheduling, hospitality, conference services, or a related field.
• Demonstrated experience using electronic scheduling, reservation, calendar management, or space management systems (such as Archibus, EMS, Microsoft Outlook Calendar, Microsoft Bookings, or comparable scheduling platforms).
• Exceptional verbal communication skills with the ability to communicate professionally and confidently with executive leadership, Government employees, visitors, contractors, and external stakeholders.
• Exceptional written communication skills with demonstrated experience preparing professional emails, correspondence, reports, customer communications, and administrative documentation.
• Demonstrated ability to consistently follow through on assignments, manage multiple priorities, and ensure customer requests are completed accurately and on time.
• Strong organizational skills with exceptional attention to detail.
• Strong proficiency with Microsoft 365 applications, including Outlook, Word, Excel, Teams, and SharePoint.
• Ability to prioritize multiple assignments while maintaining accuracy in a fast-paced customer service environment.
• Professional appearance, reliability, sound judgment, and strong customer service orientation.
• Federal Government, Executive Services, conference center, hospitality, or executive office experience preferred but not required.
• Ability to successfully complete all required Government background and suitability requirements.

Preferred Qualifications

• Experience supporting Federal Government agencies or executive offices.
• Experience with Archibus or comparable scheduling and reservation software.
• Experience supporting conference centers, meeting operations, or Executive Services organizations.

Work Environment

• Fast-paced Government office environment.
• Full-time, 100% on-site position.
• Frequent telephone, email, and face-to-face interaction with Government employees, executive leadership, visitors, and contractor personnel.
• Primarily office and computer-based work with regular coordination of meeting schedules, reservations, and administrative support activities.
• May occasionally require early morning, evening, weekend, holiday, or adjusted work schedules to support executive meetings, conferences, special events, or operational surges.

Interview Process

Applicants should be prepared to complete a brief writing exercise during the interview process to demonstrate written communication, organization, attention to detail, and customer service skills.