Customer Service Representative- NASA

Job Title: Customer Service / CHRM Representative

Location: Greenbelt, MD (with NASA)

Business Integra, Inc. is seeking a dedicated and skilled Customer Service / CHRM Representative to join our team in Greenbelt, MD, working with our esteemed client NASA.

Responsibilities:

• This is a customer service/help desk environment. The CHRM representative will receive inbound calls and cases and fully troubleshoot, diagnose and respond to user problems and follow escalation guidelines 
• Support CHRM manager and team activities by providing insight, analysis, and tool enhancement recommendations
• Provide advanced analysis and research regarding vendor integration with SEWP’s processes, tools, and components
• Analyze and research vendor capabilities and response times based on customer requests to build and maintain internal SEWP knowledgebase
• Provide training and guidance to SEWP Contact Holders in support of contract holder tools
• Develop new ideas for future enhancements and processes to increase efficiency within the CHRM team and SEWP as a whole
• Work with Customer Service Team to follow up on outstanding RFQs to determine and analyze root causes of issues
• Monitor Contract Holder program performance, resolve issues and escalate problems in accordance with guidelines
• Provide analyses around RFQs with no response, capture and report SEWP response trends
• Capture, analyze, and report solicitation trends specific to the SEWP program
• Understand the SEWP order process, including credit card orders and receipt/acknowledgements of delivery
• Develop a detailed understanding of the SEWP RFQ process, particularly the quoting rules for contract holders and the procedures for both automated and manual quote submission
• Assisting contract holders with submission requirements and procedures for CLIN (Technology Refresh) update process. 
• Attend events, trainings, and conferences as needed
• Other Duties as assigned

Experience/Skills:

• Knowledge of government procurement to include basic terminology
• Experience in a help desk/customer service environment
• Experience with using ServiceNow is a plus
• Excellent critical thinking skills
• Proficient in Microsoft Office Suite
• Knowledge of current IT industry and trends
• Strong verbal and written communication skills
• Attention to detail

Education:

• Bachelor’s degree in Business or IT related field is required