Help Desk/Call Center Analyst

Help Desk/Call Center Analyst - Onsite and Remote Work (Hybrid Role)

Serve as a member of a service desk operations team that is the initial point of contact for customer support. Provide efficient, high-quality, and compassionate assistance to Members, former Members, and Families of the Armed Forces or their representatives and to the General Public. All successful candidates are required to be fully COVID-19 vaccinated.

Responsibilities:

1. Answer or escalate inquiries for US Military families, DoD Personnel, and the general public in a timely and respectful manner. Inquiries may come in the form of inbound calls, emails, or faxes.
2. Ability to identify core issue and utilize the appropriate work procedures to address the issue.
3. Handle sensitive calls in a respectful and patient manner.
4. Document all interactions in an existing case management system.
5. Maintain and update records as communication and documents are received.
6. Escalate inquiries to government officials as required.
7. Develop an understanding and maintain ongoing knowledge of Arlington National Cemetery.
8. Provide general information, directions, and other forms of assistance to the general public.
9. Works under direction of Team Lead.
10. Other tasks and responsibilities, as assigned.

Qualifications:

• Previous experience in Hospitality Industry or in Customer Service preferred.
• Excellent oral and written communication skills.
• Basic computer skills (Microsoft Office).
• Required: Security Clearance: Active or Interim Secret
• Required: Must hold US citizenship.

Location: Springfield, VA (On-site)

Flexible work from home options available.

Compensation: $45,000.00 - $55,000.00 per year