Customer Account Coordinator

Customer Account Coordinator

Position can be filled in any of the following locations: Washington, DC; Kansas City, MO; Fort Worth, TX; Lakewood, CO; and Tacoma, WA.

As a Customer Account Coordinator you will perform the following duties:

• Helps develop, coordinates, and leverages internal and external relationships with customers (other federal agencies) in support of GO.gov and Travel Shared Services, the customer, and GSA to achieve agencies' service objectives. Liaison between the customer and GO.gov vendor and/or other travel programs to provide strategic advice and direction to agency and stakeholder representatives. Collaborate with the travel and GO.gov stakeholders to develop, update and execute account plans, including identifying account goals, strategies, opportunities and activities to meet customer travel and expense needs and to communicate service benchmarks and share best practices.
• Works with higher grade specialists to develop and maintain a strategic organizational relationship with other federal agencies at the national level and serves as an internal national expert on the customer's mission, strategic direction, and workplace needs. Develop relationships and partnerships within travel business lines to leverage talent, enhance innovation, minimize misunderstandings, and build awareness of account management.
• Implements, measures and monitors account strategies and business opportunities to ensure strategies and opportunities are successfully implemented at the national level and, where appropriate, within the regions, to achieve account plan goals. Help facilitate the development of solutions, options and recommendations, working with GO.gov stakeholders and the customers to identify and implement a satisfactory solution. Promote initiatives designed to continuously improve the economy, efficiency and effectiveness of GO.gov services.
• Researches customer issues and customer service complaints to develop a comprehensive and impartial understanding of the problem(s), the history, root causes, and the impact on both the customer and GSA. Determine when to elevate issues to senior leadership. Conduct research in GO.gov & Travel Shared Services to understand the customer's mission and business drivers and assesses factors which may impact its travel & expense needs nationwide.
• Provides accurate, reliable and timely information in response to customer questions and requests, including regular progress updates and oversight to ensure that the solutions are being implemented as agreed to and effectively resolving the problems or issues identified.