Customer Care Representative

Customer Care Representative

The Opportunity:

As a professional in shared services, you have the experience and skills to ensure our Delivery Hub operations are effective, efficient, timely, and valuable for internal and external clients. You know how to interface with internal and external customers and leadership to understand needs and gain insight on shared services performance.  

You will be providing support for escalated Help Desk tickets from employees and vendors within the response service level agreement, updates tickets daily with complete notes, and ensures tickets are resolved to the customer’s satisfaction before it is closed. Educate and provide policy guidance on all inquiries. This position is located in Norfolk, VA. Due to the nature of work performed within this facility, U.S. citizenship is required.

How You’ll Contribute: 

• Provide front-line customer service and support to employees and managers troubleshooting to analyze, isolate, solve problems and issues.   
• Perform administrative and transactional activities, including processing life-cycle transactions like employee data changes, status change, compensation, and separations. 
• Utilize key customer care technologies, such as telephony and case management, to accurately capture and resolve employee and manager inquiries or determine if escalated support is required. 
• Answers vendor questions in support of the work required to be accomplished. 
• Educate inquiring employees about tools, policies and processes for the organization, so that they are better informed on how to handle their inquiry more independently. 
• Ensure sensitive information remains confidential and protects personal information when processing all transactions and addressing employee inquiries, in line with the organizations data privacy requirements. 
• Ensure compliance with departmental practices and applicable local, state and federal laws and regulations. 
• Utilize a knowledgebase to answer questions, resolve issues, and complete transactions.  
• Update and correct knowledge articles as appropriate. 

Ready to build the future of shared delivery for the better?  

Join us. The world can’t wait. 

You Have: 

• 2+ years of experience in customer service
• Experience with using Microsoft Office programs, such as Word, Excel, and Outlook
• Ability to work independently and multi-task through to completion
• Ability to build strong relationships with COE partners as well as the business sectors to improve delivery
• HS diploma or GED

 
Nice If You Have: 

• Experience working in a Help Desk or Contact Center environment  
• Experience with Workday, CostPoint, Ivalua, or comparable systems 
• Experience with applying detailed focus on data and process to ensure data integrity 
• Ability to use multiple applications and databases in a fast-paced environment 
• Ability to communicate clearly via email or phone
• Possession of excellent listening skills 
• Possession of strong research and problem-solving skills 
• Bachelor's degree

Create Your Career:

Grow With Us

Your growth matters to us—that’s why we offer a variety of ways for you to develop your career. With professional and leadership development opportunities like upskilling programs, tuition reimbursement, mentoring, and firm-sponsored networking, you can chart a unique and fulfilling career path on your own terms.

A Place Where You Belong

Diverse perspectives cultivate collective ingenuity. Booz Allen’s culture of respect, equity, and opportunity means that, here, you are free to bring your whole self to work. With an array of business resource groups and other opportunities for connection, you’ll build your community in no time.

Support Your Well-Being

Our comprehensive benefits package includes wellness programs with HSA contributions, paid holidays, paid parental leave, a generous 401(k) match, and more. With these benefits, plus the option for flexible schedules and remote and hybrid locations, we’ll support you as you pursu