Customer Service Rep II

Working across the globe, V2X builds smart solutions designed to integrate physical and digital infrastructure from base to battlefield. We bring 120 years of successful mission support to improve security, streamline logistics, and enhance readiness. Aligned around a shared purpose, our $3.9B company and 16,000 people work alongside our clients, here and abroad, to tackle their most complex challenges with integrity, respect, responsibility, and professionalism.

The Customer Service Rep II operates under the direct supervision of the Personal Property Shipping Office Outbound/Inbound Lead with oversight by the PPSO Supervisor. Requires a working knowledge of transportation entitlements under the provisions of the Joint Travel Regulation (JTR). Provide World Class Customer Service. Requires working knowledge of the Defense Transportation Regulation (Part IV). Customer Service Representative II will listen to, receives, and resolve complaints. Will be required to have a working knowledge of the office unit in order to effectively assist customers as they call in for query updates, and general questions as it pertains to setting up their household goods for transportation. Collects and distributes mail and messages. Prepares and maintain filing system for required documents. May also type and perform other routine clerical work, such as data entry & document processing.

This position description is subject to change at any time as needed to meet the requirements of the program or company. 

MAJOR JOB ACTIVITIES:

• Complete several repetitive clerical steps performed in a prescribed or slightly varied sequence.
• Monitor emails, and Route and book Que.
• Requires familiarity with the terminology of the office unit.
• Selects appropriate methods from a wide variety of procedures or makes simple adaptations and interpretations of a limited number of substantive guides and manuals.
• Refer problems not solvable by adapting or interpreting substantive guides, manuals, or procedures. Typical.
• Accessing databases to retrieve and/or record information such as customer complaints or orders.
• Responsible for responding to escalated and more complex inquiries on a broader scope of topics. Tasks may require simple adaptation and interpretation of provided reference materials.
• Other duties may be assigned to meet organizational/operational objectives.
• Job duties and responsibilities may change due to contractual requirements.

WORKING ENVIRONMENT:

• Hold and maintain a valid driver’s license
• Must be able to multitask.
• Function in an office environment in a stationary position approximately 75 percent of the time or more.
• Must be able to wear Personal Protective Equipment (PPE) to include, face maske covereing the mouth, and nose.

PHYSICAL ACTIVITIES:

• Must be able to lift at least 50 pounds
• Telephonice, email, and Face to Face interacition with customers.
• Perform other duties as required that may involve working overtime, weekends, flexible hours and holidays.
• Personal Protective Equipment, such as a Face Mask covering the nose and mouth at all times must be worn.
• Frequent hand washing or hand stanitizer may be used and pratice on Program.

MINIMUM QUALIFICATIONS:

EDUCATION/CERTIFICATIONS: One year related experience may be substituted for one year of education, if degree is required.

• High School Diploma
• Valid State Driver’s License with no restrictions.
• Must successfully pass a NAC-I background investigation.
• Must be able to obtain and maintain a Common Access Card (CAC).
• Must be able to provide proof of U.S. Citizenship, such as a birth certificate or a U.S. Passport.
• Must be able to maintain driving privileges aboard the Fort Liberty Military Installation

EXPERIENCE:

• 1-year of related job experience, preferred.
• Effective organizational, analytical, written and verbal communication skills.
• Customer service experience is required.
• Six months administrative background within an office setting (multi-functional work environment).
• Knowledge and an understanding of the Army Personal Property Shipping Office duties, perferred.
• Must be able to read and write proficiently in English
• Ability to work independently with little direction or supervision.
• Proficiency with MS Office Suite (Word, Excel, PowerPoint, Access, Project, SharePoint, and other software programs) to assist with special projects.

SKILLS:

• Six months administrative background within an office setting (multi-functional work environment) preferred
• Reliable, able to be at work on time and complete assigned missions daily, able to learn new regulations and cooperate with team members to come up with best practices and systems

SUPERVISORY/BUDGET RESPONSIBILITIES:

• N/A
• Position is required to work up under the PPSO Outbound/Inbound Lead Couselor and the PPSO Supervisor, giving general informaiton to the customer face to face, via email, telephone or both.

We are committed to an inclusive and diverse workplace that values and supports the contributions of each individual. This commitment along with our common Vision and Values of Integrity, Respect, and Responsibility, allows us to leverage differences, encourage innovation and expand our success in the global marketplace. V2X is an Equal Opportunity /Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, protected veteran status or status as an individual with a disability. EOE/Minority/Female/Disabled/Veteran.