Customer Service Representative/Case Management Analyst

Case Management Support Analyst I

Amentum is a leading provider of enduring support for the essential missions of the U.S. government, its allied partners and international organizations. With over 60 years of experience, Amentum supports the execution of complex and critical missions by providing global logistics and stability operations, technical services and national security solutions to customers around the world.

If you are an experienced Case Management Analyst seeking a way to positively impact U.S. National Security, Amentum is looking for you to join our existing contract with the Transportation Security Administration (TSA)! We have full time positions supporting TSA’s Colorado Springs, CO facility for experienced Case Management Analysts who are excited about supporting TSA’s role in supporting members of the public enrolling in TSA programs and those with questions about their interaction with TSA’s vetting programs to ensure the Security of the nation’s transportation systems.

The successful candidate will bring at least one years’ experience managing queues in a call center environment.  Work includes identifying, researching, and resolving questions/issues from applicants to TSA security programs including but not limited to the TSA PreCheck, and the Transportation Worker Identification Credential (TWIC) programs. 

Essential duties and responsibilities for the position include the following:

• 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.

Minimum Experience, Education and Licensure:

• Bachelor’s degree (BA or BS)

The Basic Qualifications for this position are as follows:

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.

Minimum Knowledge, Skills and Abilities:

• 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

Physical Demands:

• While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands and fingers to handle or feel objects office equipment; use fingers and hands to type or write; reach with hands and arms; talk or hear. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. Ability to Lift up to 20 pounds, bend, reach, carry, stoop, kneel, climb, etc.

Work Environment:

• This position takes place in the in the office full time.

Amentum is proud to be an Equal Opportunity Employer. Our hiring practices provide equal opportunity for employment without regard to race, religion, color, sex, gender, national origin, age, United States military veteran’s status, ancestry, sexual orientation, gender identity, marital status, family structure, medical condition including genetic characteristics or information, veteran status, or mental or physical disability so long as the essential functions of the job can be performed with or without reasonable accommodation, or any other protected category under federal, state, or local law. Learn more about your rights under Federal EEO laws and supplemental language at EEO including Disability/Protected Veterans and Labor Laws Posters.