Customer Service Rep I at Cherokee Nation Businesses, LLC in Camp Lejeune, North Carolina

Job Description:

***THIS POSITION REQUIRES A NACI CLEARANCE***

Cherokee Nation Management & Consulting (CNMC) is a versatile small business that provides advisory & assistance services in research, experimental development, technology implementation, and program management. CNMC has expertise in a wide-range of technical disciplines including engineering, environmental, information and asset management, along with a variety of physical and life sciences. The company is an integral part of the Technology Division's portfolio of companies. Wholly owned by the Cherokee Nation, CNMC is part of the Cherokee Nation Businesses family of companies.

http://cherokee-cnmc.com/Pages/home.aspx

https://cherokee-federal.com/

SUMMARY

Customer Service Representatives will ensure call center/help desk end users receive a high level of service as measured by promptness, courteousness, accuracy, and completeness as well as coordinate and maintain a high standard in day-to-day activities in support of the Marine Corps Consolidated Storage Program (CSP). The primary objective of the CSP is to provide organization and individual issue, recovery, storage, requisitioning, maintenance and repair, management (including visibility, accountability, automated shelf-life management, and forecasting) for equipment to support the warfighter.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Includes the following:

• Interfaces with the customer within each region.
• Reviews and evaluates customer service surveys.
• Consolidates survey results and performs analytics based on the customer service standards
• Assists with customer scheduling
• Serve as the initial point of contact in providing beneficiary assistance by answering questions, providing problem resolution, processing requests, and logging interactions.
• Notifies individuals/units within one business day of receipt of equipment that was previously not available at time of initial visit.
• Receive requests via phone, mail, fax, mail, chat, or walk-ins.
• Authenticate customer identity.
• Provide consistently high level of customer service by being prompt, professional, and courteous.
• Uses tools and follows Standard Operating Procedures (SOPs).
• Refer/escalate issue as needed as they seem appropriate.
• Performs other job-related duties as assigned.

No supervisory or management authority.

EDUCATION and/or EXPERIENCE

High school diploma or GED equivalent and a minimum of one (1) to (2) years relevant experience in customer service OR Indian trust data and systems.

KNOWLEDGE, SKILLS AND ABILITIES

• Ability to remain calm under pressure and be accommodating.
• Excellent problem-solving skills.
• Excellent communication skills both oral and written.
• Proficiency with phone systems, database, MS Windows, MS Office and tracking systems.
• Ability to successfully pass a drug screen and federal background check.

Moderate to Loud sound (e.g., construction sites, warehouses, people traffic), extensive outdoor weather conditions and all routine job tasks inherent in position; the ability to stand and walk one-third to two-third of the time; the ability to talk or hear; use hands to finger, handle or feel; close vision; color vision; depth perception and ability to correct and adjust focus.

About Cherokee Federal
Cherokee Federal - a division of Cherokee Nation Businesses - is a team of tribally owned federal contracting companies focused on building solutions, solving complex challenges, and serving the nation's mission around the globe for more than 60 federal clients. Our team of companies manages nearly 1,000 projects of all sizes across the construction, consulting, engineering and manufacturing, health, and technology portfolios.

Since 2012, the Cherokee Federal team of companies has won more than $5 billion in government contracts. Our 3,000+ employees work in 26 countries, 50 states and 2 U.S. territories.

Why choose Cherokee Federal? Visit our website and learn about the great reasons to join our team. cherokee-federal.com

Compliance

Applicants selected will be subject to a U.S. Government security investigation and must meet eligibility requirements for access to classified information.

We are an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected Veteran status, gender identity and sexual orientation. If you'd like more information about your EEO rights as an applicant under the law, please copy and paste the links to the following two sites: EEO Statement | EEO Poster ; https://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf and https://www.dol.gov/ofccp/regs/compliance/posters/pdf/ofccp_eeo_supplement_final_jrf_qa_508c.pdf

If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may e-mail CNB.Compliance@cn-bus.com for assistance. This email address is for accommodation requests only and cannot be used to inquire about the application process or status.

For Pay Transparency Non Discrimination provision, please copy and paste the following link: Pay Transparency Nondiscrimination Provision ; https://www.dol.gov/ofccp/pdf/pay-transp_%20English_formattedESQA508c.pdf

We maintain an Affirmative Action Plan for proactively seeking employment and advancement for qualified protected veterans and individuals with disabilities. Upon request, we will schedule time to make our Affirmative Action Plan accessible. If you are interested, please submit a written request with the email subject line: 2020 Request to View Affirmative Action Plan to the Compliance Administrator at "CNB.Compliance@cn-bus.com" This email box is not for resumes or follow up on job applications.

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