DOD SkillBridge Customer Success Internship

Job Description

Job Description

**THIS POSTION IS FOR ACTIVE-DUTY MILITARY CANDIDATES ONLY**

The Department of Defense SkillBridge program is an opportunity for service members to gain valuable civilian work experience during their last 60-180 days. SkillBridge connects service members with companies in providing real-world job experiences.

Position Overview

The Admin/Customer Service Intern serves as a senior team member and a critical driver of exceptional customer experiences. This role ensures high standards of service delivery by coordinating effectively with internal teams to address customer needs promptly, maintaining clear and professional communication, and fostering strong, positive relationships. With a focus on handling valued customers and complex interactions, Admin/CSR Intern demonstrates advanced problem-solving skills, meticulous attention to detail, adaptability, and a steadfast commitment to continuous improvement in service excellence.

Communication and Support

• Handle inbound and outbound communication via phone, email, and other platforms, ensuring clarity and professionalism.

• Address and resolve challenging customer inquiries and complaints and provide updates on service status using the designated online system.

• Effectively escalate customer requests to the appropriate internal personnel for swift resolution.

Documentation and Organization

• Accurately document all customer interactions, service requests, and status updates in the appropriate systems.

• Organize and maintain customer records, including shipping forms, field service reports (FSRs), and transfer forms.

• Regularly review and update customer contact information to ensure accuracy.

Reporting and Workflow Management

• Monitor and manage the Delayed Delivery Report (DDR), ensuring all delayed items are addressed and resolved professionally.

• Prepare and present service activity reports to supervisors as required, providing insights into operational efficiency and customer feedback.

Team Collaboration

• Collaborate with internal teams to coordinate service workflows and ensure seamless communication.

• Proactively share customer feedback and insights with the team to improve overall service quality.

• Identify inefficiencies in service workflows and recommend actionable solutions to leadership.

Skills and Competencies

• Proficient in Microsoft Office applications (Word, Excel, Outlook).

• Ability to guide, motivate, and develop team members.

• Expertise in managing and resolving disputes effectively.

• Flexible and creative problem-solving skills and a proactive, customer-focused mindset

• Advanced communication skills with the ability to communicate clearly and effectively across different mediums.

• Ability to evaluate situations thoroughly to identify the best solutions for complex customer issues while anticipating customer needs and taking initiatives to address them proactively.

• Comfort in presenting ideas and solutions to management and stakeholders.

• Exceptional active listening skills and the ability to empathize with customers.

• Time management and multitasking skills to handle multiple requests efficiently.

• Build trust and rapport with both customers and internal teams.

• Positive, solution-focused attitude with a commitment to accountability and self-improvement.

• Friendly, courteous, and professional demeanor that fosters trust and loyalty.

Qualifications

• Currently serving active duty

Physical Demands

• Prolonged periods of sitting while working on a computer.

• Occasional standing, bending, and other physical activities to support office or service-related tasks.

• Repetitive hand movements associated with data entry and computer work.

• Ability to lift and move up to 45 lbs. without assistance.

Working Environment

• Work primarily in an office setting, with occasional tasks performed in lab environments or shipping/receiving areas.