Customer Service Specialist

The Customer Service Specialist (CSS) supports the Pentagon Customer Assistance Center (PCAC). The PCAC is often the first stop inside the Pentagon for new employees or visitors. The CSS will provide walk-in and telephone information service to customers who have questions about, or require service from, organizations that serve the Pentagon customer base, to include building tenants and visitors. This is a critical role, as the first impressions count. The ideal candidate is outgoing and capable of working independently, with demonstrated communication skills and the ability to interact professionally with all levels within the organization.

Others duties include:

• Updating, utilizing, and managing multiple government-based systems to include a computerized Knowledge Database within Maximo that supports the PCAC, its customers, and government counterparts, and the DoD Global Address Listing in MS Outlook.
• Managing customer interactions with subject matter expertise of the Pentagon facility, available services, and building amenities to ensure the customers are supported within the PCAC service level standard.
• Responsible for escorting customers needing access to the Hall of Heroes media room; always ensure proper use of the equipment while the room is in use, and room has been secured at the completion of the session.
• Maintaining subject matter expertise of the Standard Operating Procedures (SOPs), any changes, and provide recommendations for changes (when applicable) to improve support of the PCAC customers.
• Ensuring all customer interactions are recorded in Maximo accurately and according to current PCAC standard operation instructions.
• Managing the Special Events calendar by ensuring accurate scheduling, reservation, and permit initiation in accordance with office policies and procedures.
• Managing the Pentagon bulletin boards throughout the reservation by ensuring the approved posters are affixed and removed in accordance with the dates indicated on the approved permit.
• Responsible for ensuring document compliance by reviewing PCAC supported, permits, and other documents for completeness and compliance with approved policies and procedures.
• Responsible for documenting and managing all correspondence with visitors and customers regarding the status and logistics of permits and special events.