Customer Service Representative III

Position Title: Customer Service Representative III

Division: Advancia Government Services

Location: Ft. Belvoir, VA

Compensation Plan: SCA WD $21.54 + $4.93 H&W

Position Summary

The Customer Service Representative (CSR) provides information and solutions in response to inquiries pertaining to products, services and/or customer complaints. Duties may include, but are not limited to, accessing databases to retrieve and/or record information such as customer complaints or orders; responding to customer complaints or inquiries; taking orders for products or merchandise; calculating charges; processing billing or payments; processing customer claims; handling returns, refunds, and exchanges; keeping records of customer interactions; and updating customer account information

Essential Duties & Responsibilities

Training and Certificates:

Attend all government orientation training, as required, to include emergency reporting, safety, and fire safety protocols.

Complete and obtain certifications for all annual online military security training programs

Opening the Experiential Learning Center (ELC):

Use provided ELC opening checklist to ensure that the ELC is open to the public each day by 0900

Verify all interactive kiosks and Audio Visual (A/V) elements are functioning properly

Ensure all lights are turned on and doors are unlocked

Report equipment malfunction to the COR and appropriate NMUSA departments

Replenish stocks of expendable supplies as needed

Managing Visitation:

Manage visitor flow in the ELC

Welcome visitors to the ELC, respond to visitor inquiries, and provide a meaningful and educational experience with the highest level of customer service.

Assist, teach, and demonstrate the functions of the interactive kiosks and imaginative play stations in the Assembly Area, Fort Discover, and Training Center to the Museum's visitors.

Ensure that visitors adhere to Museum policies and protocols as well as the SOPs for the ELC.

Maintain and submit program attendance log daily

Administering Self-service education programs:

Administer the Museum's self-service education programs to include physical (paper) and digital scavenger hunts.

Monitor visitor participation in real time and provide feedback to participants.

Track participants' completion and distribute appropriate giveaway as necessary.

Track all participation metrics. Daily participation shall be entered into the P&E Program Attendance Log. The P&E Program Attendance Log shall include program attendance and a list of canceled programs.

Material Preparation:

Maintain a supply of materials to support programs in the ELC. This includes restocking supplies in Fort Discover and the Assembly Area as well as ensuring that there are enough materials to support on-site activities each day.

Closing of ELC:

Follow the ELC Closing Checklist to ensure that all areas of the ELC are secured at closing every day

Ensure all doors to the ELC are locked including interior doors.

Report any equipment malfunctions to the NMUSA IT A/V support staff by radioing the IT channel.

Report equipment malfunctions to the COR through a notation

on the ELC End of Day Report

Replenish expendable supplies as needed.

Education & Experience Requirements

EDUCATION AND EXPERIENCE:

Minimum of an associate's degree preferred

Minimum of two (2) years demonstrated professional experience providing in-person forward facing customer service

Work or volunteer experience with an art, culture, museum, education, and/or visitor-focused mission preferred

KNOWLEDGE, SKILLS, ABILITIES:

Ability to speak, read, write, and understand the English language including unique technical terminology required for the performance of these duties and functions

Ability to operate a computer and be familiar with using Microsoft Office Suite

Strong customer service skills, organizational, and problem-solving skills preferred.

Ability to perform the required services with little to no direction.

Work a flexible schedule including weekends and holidays.

Working Conditions/Working Environment/Physical Demands

Requires walking, standing, stooping, kneeling, and bending for extended periods of time

Occasionally lifting and carrying equipment and supplies up to 20lbs

Majority of the work is performed indoors.

Work in the occupation involves making repetitive motions more than 1/3 of the time

Benefits: The company has a comprehensive benefit plan to include Medical/Prescription Health Plans, Dental, Group Life Insurance, Supplemental Life Insurance, Short-Term and Long-Term Disability Insurance, Flexible Spending Account, Employee Assistance Program, Identity Theft, and 401(K) Plan.

Advancia Government Services LLC is an equal opportunity employer. Advancia Government Services LLC does not discriminate in employment opportunities or practices on the basis of race, color, religion, sex, national origin, age, disability, marital status or any other characteristic protected by law.