Job Title: Specialized Customer Service Representative - Future Vacancy

About GKG
With a passion for excellence, Golden Key Group (GKG) helps clients solve their strategic, organizational, and operational challenges to better meet their mission demands. We have serviced more than 25 Federal departments and agencies and several large commercial companies since our inception in 2002.
Golden Key Group's talented professionals, combined with our strategic partners, bring a depth of commercial and government experience and expertise. We are relentless in delivering the highest levels of services to provide tangible value and create sustainable results for our clients.

Overview
This is Specialized Customer Support work in the WDC area. The work entails providing specialized customer service to customers across the agency in to satisfy moderately complex to complex customer requirements in the areas such as travel, cover administration, and event planning. The contractor performing this work must build and maintain relationships with Sponsor counterparts, colleagues in other U.S. Government agencies (OGA), and internal and external commercial service providers. Depending on area of assignment, the contractor's focus and emphasis is on responding to tasks in accordance with the technology and culture of the Sponsor's service center/work unit and OGA in addition to meeting the Sponsor's regulatory and business processes, and requirements. The assigned work unit will often require the contractor to serve in a customer-facing position with customer service being paramount to the success of the work unit. The diverse customer base requires contractor to demonstrate and apply considerable knowledge of differing protocols for interacting with military, Department of Defense (DoD), Agency, and contractor populations. This type of environment adds complexity to the work and requires adaptability as well as strong verbal and written skills, sufficient to effectively respond to customer requirements. Specialized Customer Support work is performed with minimal review and guidance from a more experienced Sponsor staff officer assigned to the service center/work unit.

Responsibilities
Uses a broad skill set and discretion to fulfill a variety of customer requests and/or resolve issues, ranging from moderately complex to highly complex in a service center type setting Integrate activities of multiple disciplines to resolve customer issues and problems. Provide assistance and instruction to customers on matters related to the area of assignment as well as processes that are cross-functional disciplines. Adhere to established methods, regulations, and procedures to perform support functions Establish and maintain effective working relationships across the work unit, component, Directorate, Agency, and community. Prioritize tasks and processes high volumes of material whether in electronic or paper form. Interpret or seek interpretation of policy and regulation on behalf of customers. Develop and facilitate training and briefings to customers on assigned work unit's area of expertise; provide one-on-on briefings to customers as needed Customer Service Demonstrate a strong understanding of the service center/work unit its customers' requirements and priorities. Establish effective working relationships with key customers and service providers with government staff direction. Interact with and provide support to a diverse customer population to include working at a service center front desk and assisting drop-in customers. With Government direction resolve complex problems with creative application of standard procedures and leverage other resources as necessary to satisfy customer requirements. Organize and monitor customer service requests, correspondence, and reports to ensure timely responses by self or service center/work unit. Consistently demonstrate effective interpersonal and customer service skills. Provide Specialized/Subject Matter Expert (SME) Support in assigned work unit. Work from established SOPs as well with contract and staff team members to critically think through solutions for non-routine cases or customer issues. Work with Other Governmental Agencies (OGAs) to develop considerable knowledge of regulations, policies, processes, procedures, technology, tools, resources, and culture to become a SME to perform specialized activities such as travel or cover administration. Process various applications, forms, and authorization memos and letters in support of various travel documentation requirements for Sponsor and OGA customers. Demonstrate considerable initiative by anticipating customer support requirements and taking action to resolve complex issues within the assigned work unit's specialized service. As needed, depending on assigned work unit, assist at the photo desk to provide customers with photos compliant with current travel regulations. Deconflict information on documents with database information. Work closely with components to acquire documents for cover administration activities.
Qualifications
Experience: Required: A minimum of four (4) years of progressively responsible administrative or customer support experience. Preferred: At least two (2) years of the four (4) years total experience supporting the Intelligence Community Education: Required: High School Diploma or GED. Preferred: Bachelors' degree Must possess an active Industrial Staff-like Security (ISSA) Clearance upon hire, TS/SCI FS-Poly Highly desired (U.S. citizenship required). Ability to focus on detail and apply excellent organizational skills to taskings. Effective customer service skills demonstrated by a readiness/willingness to offer assistance and instruction to customers on matters of the assigned work unit's specialized service Ability to manipulate and analyze large volumes of data to identify trends and make recommendations on processes. Ability to apply critical thinking skills to resolve moderate to complex issues with minimum guidance and assistance from more experienced contractor or staff team members Ability to quickly develop and/or obtain sponsor-specific expertise of assigned work unit Ability to adapt to changing work requirements and priorities Passport agent certification Travel % and/or Unique Job Requirements: Work is typically performed in an office environment, requiring the use of computer terminals and standard office equipment to accomplish work objectives. The position may require lifting or carrying equipment averaging 50 lbs. Depending upon assignment, shift work and/or occasional local (e.g., within the WMA) and domestic travel may be required.