Customer Care Specialist

Company Overview

At ValidaTek, we modernize and optimize IT services to solve some of the most critical challenges facing federal civilian and defense agencies. From customers to partners to top-talent employees, ValidaTek puts people first, empowering them to exceed expectations and transform government organizations. Our success starts and ends with our people, so we built a company where great people can do great things, with the resources and autonomy to make decisions that transform organizations. We operate as one team of diverse people, united by a passion for continuous growth and optimization. Our commitment to quality and performance optimization is the reason why our IT Service Projects and New Development Projects have been appraised at CMMI Maturity Level 5, positioning us as one of a handful of elite companies to receive the highest form of third-party validation.

Summary

The Customer Care Specialist provides Information Technology (IT) procurement support to the United States Marine Corps (USMC) by facilitating procurement processes, maintaining procurement-related data, and delivering exceptional customer service to stakeholders. This role supports procurement operations through analysis, reporting, process management, and knowledge sharing while ensuring timely and accurate communication across the organization.

Responsibilities

• Provide IT procurement support, analysis, and reporting utilizing enterprise-level Information Technology Management Systems and associated applications.
• Review, validate, and process IT procurement requests to ensure accuracy, completeness, and compliance with established procedures.
• Track and report procurement timelines, metrics, and performance data to support program management and decision-making.
• Communicate procurement status updates and relevant information to stakeholders throughout the procurement lifecycle.
• Maintain and update USMC hardware and software catalogs to ensure accuracy and availability of procurement information.
• Develop, update, and maintain Standard Operating Procedures (SOPs), procurement guides, presentations, reports, logs, trackers, email archives, and other program documentation.
• Serve as a representative of the Customer Care Team in Integrated Product Teams (IPTs), working groups, and other collaborative forums.
• Act as a Subject Matter Expert (SME) for assigned procurement products and processes, providing guidance and support as needed.
• Create, retain, and manage knowledge management artifacts to support operational continuity and organizational learning.
• Deliver responsive and professional customer service by promptly answering phone calls, responding to emails, and addressing stakeholder inquiries and status requests.
• Collaborate effectively within a team environment while supporting shared goals and mission objectives.
• Perform additional duties and responsibilities as assigned.

Qualifications

• Associate degree from an accredited college or university.
• Active Secret security clearance - must be able to successfully complete and maintain a National Agency Check with Written Inquiries (NACI).
• Minimum of three years of experience with Microsoft Office 365 or Microsoft Office Professional Suite (2016 or later), including:
  • Microsoft Teams
  • Planner
  • Word
  • PowerPoint
  • Excel
  • Access
• Experience using video conferencing platforms and collaboration tools.
• Experience working with enterprise-level procurement systems.
• Strong verbal and written communication skills.
• Excellent organizational, time management, and multitasking abilities.
• Strong attention to detail and ability to manage multiple priorities simultaneously.

Preferred Qualifications

• Experience with USMC database applications and the Remedy Enterprise IT Service Management (ITSM) Suite.
• Technical writing experience.
• Department of Defense (DoD) customer service or customer care experience.
• Knowledge of DoD IT procurement processes.

Posted Min Pay Rate

USD $50,000.00/Yr.

Posted Max Pay Rate

USD $60,000.00/Yr.

Salary Disclosure

Actual salary will be based on a variety of factors including but not limited to experience, geographic location, contract affordability, internal equity, education, and certifications.


The upper end of the salary range may be reserved for individuals who have demonstrated tenure with the company, seniority, and proven excellent performance. This includes factors such as education, certifications, and extensive/unique experience beyond what is required.


EEO Statement

ValidaTek is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, protected veteran status, or disability status.

Applicants who are selected for employment will be required to verify authorization to work in the United States.

Offers of employment will be contingent upon passing a post-offer background check.