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 Experience
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 support for important programs. Amentum works with a variety of clients, ensuring they can successfully complete their most vital missions. The company stands out from competitors by emphasizing long-term contracts and partnerships, which allows for stable revenue through service agreements and project-based work. Additionally, Amentum is involved in collaborations that enhance its services, such as its partnership with UiPath for robotic process automation. The main goal of Amentum is to deliver high-quality services while maintaining safety, operational excellence, and ethical standards in all its operations.

Company Stage

N/A

Total Funding

N/A

Headquarters

Germantown, Maryland

Founded

N/A

Growth & Insights
Headcount

6 month growth

0%

1 year growth

5%

2 year growth

3%
Simplify Jobs

Simplify's Take

What believers are saying

  • Amentum's recent $490M contract with the U.S. Navy and $145M contract with the U.S. Marine Corps highlight its strong position and trust within the defense sector.
  • The planned merger with Jacobs' Critical Mission Solutions and Cyber Intelligence businesses could significantly expand Amentum's capabilities and market reach.
  • Strategic partnerships, like the one with Cole Engineering Services, Inc., enhance Amentum's ability to deliver specialized training solutions, potentially increasing its influence in the defense training sector.

What critics are saying

  • The merger with Jacobs' businesses may present integration challenges, potentially affecting operational efficiency and company culture.
  • Amentum's heavy reliance on government contracts could pose a risk if there are shifts in government spending priorities or budget cuts.

What makes Amentum unique

  • Amentum's focus on mission-critical support services for both government and private sectors, particularly in nuclear, defense, and infrastructure, sets it apart from competitors who may not specialize in these high-stakes areas.
  • The company's strategic partnerships, such as with UiPath for robotic process automation and WaveAerospace for advanced aerospace technology, enhance its service offerings and technological capabilities.
  • Amentum's long-term contracts and project-based work model ensure a stable revenue stream, distinguishing it from companies with less predictable income sources.

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