Full-Time

Customer Service Representative/Case Management Analyst

Confirmed live in the last 24 hours

Amentum

Amentum

10,001+ employees

Provides mission-critical support services globally

Robotics & Automation
Government & Public Sector
Defense

Junior

Springfield, VA, USA

Hybrid role requiring both home and office work.

US Citizenship Required

Category
Customer Support
Customer Success & Support
Required Skills
Word/Pages/Docs
Customer Service
Excel/Numbers/Sheets
Requirements
  • Bachelor’s degree (BA or BS)
  • Must be able to obtain and maintain facility credentials/authorization. Note: US Citizenship is required for facility credentials/authorization at this work location.
  • 1+ years’ experience in: Supporting a call center/case management environment providing Tier II or Tier III support to address issues escalated from lower levels.
  • Handling customers
  • Experience supporting TSA or another Federal Agency is desired but not required.
  • Computer skills required: Experience using Microsoft Calendar/Outlook, Word, Excel, PowerPoint and Adobe Acrobat.
  • Express and exchange ideas clearly in the English language, written and verbal
  • Ability to work effectively and efficiently in a team environment and relate well to others
  • Ability to show initiative and commitment to the company’s goals
  • Ability to readily adapt to changing requirements
  • Strong commitment to performing and producing at the highest level of quality at all times
  • Ability to manage individual workflow effectively
  • Ability to communicate clearly and effectively with coworkers both in written and verbal communications
  • Positive attitude focused on customer satisfaction
  • Attention to detail
  • Ability to relate to others in a friendly, courteous, and business-like manner.
Responsibilities
  • Provide customer relationship management to program applicants including performing and conduct queue management based on cases received for vetting program populations including processing cases, emails, phone calls and develop associated queue reports.
  • Triage cases/tickets.
  • Complete case management actions according to customer procedures for various vetting program populations, including assisting in applicant information updates to include uploading documents, responding to inquiries and customer service tickets.
  • Maintain communication with customers and immediately report any issues or concerns to Program Leads.
  • Work efficiently in a hybrid role from home/office while staying on task.
  • Perform customer service tasks (e.g., answering telephone calls, typing, filing, scanning, faxing, copying, & correspondence management).
  • Respond to telephone calls, email, and personnel requests for TSA application support according to customer procedures.
  • Document, track, and monitor customer problems to ensure a timely resolution.
  • Use Microsoft Office suite to perform job duties.
  • Apply internet skills to perform searches and navigate within web sites and other legal research sites as required.
  • Apply effective listening, customer service, and problem resolution skills.
  • Courteously handle unsatisfied customers.
  • Responds to and diagnose problems through discussion with users.
  • Ensure a timely process through which problems are controlled. Includes problem recognition, research, isolation, resolution, and follow-up steps.
  • Recommend systems modifications to reduce user problems.

Amentum provides essential support services to both government and private sector clients, focusing on critical areas such as nuclear, defense, and infrastructure. The company offers a range of services including operations, maintenance, protection, and program support, ensuring that its clients can successfully carry out their most important missions. Amentum's business model is centered around long-term contracts and partnerships, which allows it to generate revenue through service agreements and project-based work. What sets Amentum apart from its competitors is its commitment to high safety standards, operational excellence, and ethical practices, as well as its innovative collaborations, like the partnership with UiPath for robotic process automation. The goal of Amentum is to deliver reliable and effective support that meets the unique needs of its diverse clientele.

Company Stage

N/A

Total Funding

N/A

Headquarters

Germantown, Maryland

Founded

2020

Growth & Insights
Headcount

6 month growth

0%

1 year growth

0%

2 year growth

4%
Simplify Jobs

Simplify's Take

What believers are saying

  • Amentum secured a $490M contract to modernize U.S. Navy's training aircraft fleet.
  • Strategic partnership with WaveAerospace boosts growth in autonomous and unmanned systems.
  • Increased government spending on defense offers more contract opportunities for Amentum.

What critics are saying

  • Increased competition in defense sector may impact Amentum's market share.
  • Geopolitical tensions could disrupt operations in regions where Amentum operates.
  • Merger with Jacobs' Critical Mission Solutions may face integration challenges.

What makes Amentum unique

  • Amentum specializes in mission-critical support services for government and private sectors.
  • The company focuses on long-term contracts and partnerships for stable revenue.
  • Amentum collaborates with UiPath for robotic process automation, enhancing service offerings.

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