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Chenega

Defense, intelligence, and federal staffing services

Customer Relations Liaison

Customer ExperienceUpdated on Nov 10
Full-timeArlington County, Arlington, VA, USA$74.3k - $80k /yrIn-person

About the Job

Requirements

  • A high school diploma or GED equivalent is required.
  • Five or more years of experience in customer relations, customer success, or IT customer support environments is required.
  • Secret clearance with SCI eligibility is required.
  • Strong customer service and relationship-building skills are required.
  • Strong verbal and written communication abilities are required.
  • Ability to facilitate discussions between technical and non-technical stakeholders is required.
  • Strong conflict-resolution and problem-solving skills are required.
  • Ability to manage multiple priorities and customer issues simultaneously is required.
  • Experience coordinating escalations and driving issues to resolution is required.
  • Knowledge of IT service management principles and customer support best practices is required.
  • Experience analyzing customer feedback and recommending service improvements is required.
  • Ability to coach, influence, and build partnerships across organizational boundaries is required.
  • Familiarity with Agile methodologies and continuous improvement practices is required.

Responsibilities

  • Establish and maintain trusted relationships with customer stakeholders and end users.
  • Serve as the primary liaison between customers and internal service delivery teams.
  • Develop and maintain a customer communication and engagement strategy.
  • Conduct regular customer outreach to gather feedback, understand business needs, and identify opportunities for improvement.
  • Communicate customer concerns, expectations, and priorities to internal teams as the voice of the customer.
  • Coordinate the resolution of customer concerns and service-related issues across multiple teams.
  • Monitor and track customer requests and escalations through completion.
  • Provide customers with timely updates and transparency regarding the status of requests, issues, and improvement initiatives.
  • Facilitate stakeholder communication to ensure issues are resolved efficiently and effectively.
  • Set and manage customer expectations regarding service delivery timelines and outcomes.
  • Analyze customer feedback, service trends, and recurring concerns to identify improvement opportunities.
  • Collaborate with service desk leadership and technical teams to recommend enhancements to customer experience and service delivery processes.
  • Participate in customer satisfaction initiatives and action-planning efforts.
  • Support the development and implementation of strategies that improve customer engagement and overall service quality.
  • Promote a culture of customer service excellence throughout the organization.
  • Monitor customer satisfaction metrics, service trends, and key performance indicators.
  • Prepare reports and provide updates on customer concerns, escalations, and service improvement efforts.
  • Participate in customer meetings, project reviews, status calls, and service review discussions.
  • Maintain accurate records of customer interactions, requests, and resolutions.
  • Ensure activities are conducted in accordance with corporate policies, procedures, and contractual requirements.
  • Maintain knowledge of services, technologies, and support processes to communicate effectively with customers and stakeholders.
  • Perform other duties as assigned.

Desired Qualifications

  • A bachelor's degree is preferred.
  • Experience supporting customers in a government or enterprise IT environment is preferred.
  • DoDD 8140.01 (IAM-I) requirements are preferred.

About the Company

Chenega

Defense, intelligence, and federal staffing services

Chenega is a government services contractor that supplies staffing and support services for defense, intelligence, and federal civilian customers, plus commercial clients. It operates across the United States, its territories, and several countries, tapping wide opportunities in government contracting. Its offerings center on staffing and mission support through various contracts, delivering qualified personnel and services to meet client needs. Unlike many industry players, Chenega is rooted in an Alaska Native village corporation, which shapes its ownership and community-focused approach while competing in a broad national market. The company’s goal is to help government and commercial customers execute their missions by providing reliable, professional personnel and services under contract.

Company size
1,001-5,000
Company stage
Not listed
Total funding
Not listed
Headquarters
Anchorage, AK
Founded
1974

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