Customer Care Tier II Representative

Customer Care Tier II 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 into shared services performance.

You will be providing support for escalated Help Desk tickets from employees and vendors within the response service level agreement, update tickets daily with complete notes, and ensure tickets are resolved to the customer’s satisfaction before it is closed.

You’ll educate and provide policy guidance on all inquiries. Due to the nature of work performed within this facility, U.

S. citizenship is required.

How You’ll Contribute :

• Provide support to the front-line Customer Care Representatives (CCRs) on non-IT-related issues
• Educate inquiring employees about tools, policies, and processes for the organization so that they are better informed on how to handle their inquiries independently.
• Assist in diagnosing, resolving, or escalating complex issues quickly and efficiently that may require deeper knowledge and expertise.
• Be responsible for floor support, interaction, and assistance directly with the CCRs.
• Manage the ticketing queue for the team.
• Identify the misrouted ticket root cause and work with the team supervisor on efforts to minimize routing errors.
• Apply specific principles, theories, and concepts, and working or general industry knowledge.
• Work independently with some guidance, and review or guide activities of more junior employees.
• Ensure sensitive information remains confidential and protect personal information when processing all transactions and addressing employee inquiries, in line with the organization’s data privacy requirements.
• Ensure compliance with departmental practices and applicable local, state, and federal laws and regulations.
• 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 :

• Experience using Microsoft Office programs, including 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 systems such as Workday, Costpoint, or Ivalua
• Experience applying a detailed focus on data and processing 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 excellent research and problem-solving skills
• Bachelor’s degree and 4+ years of experience with customer service, or Master’s degree and 2+ years of experience with customer service preferred

Create Your Career : Grow With Us

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 , 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. 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 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 pursue a balanced, fulfilling life at work and at home.

Your Candidate Journey

At Booz Allen, we know our people are what propel us forward, and we value relationships most of all. so you’ll know what to expect as we forge a connection with you during your journey as a candidate with us.

Compensation

At Booz Allen, we celebrate your contributions, provide you with opportunities and choices, and support your total well-being.

Our offerings include health, life, disability, financial, and retirement benefits, as well as paid leave, professional development, tuition assistance, work-life programs, and dependent care.

Our recognition awards program acknowledges employees for exceptional performance and superior demonstration of our values.

Full-time and part-time employees working at least 20 hours a week on a regular basis are eligible to participate in Booz Allen’s benefit programs.

Individuals that do not meet the threshold are only eligible for select offerings, not inclusive of health benefits. We encourage you to learn more about our total benefits by visiting the Resource page on our Careers site and reviewing Our Employee Benefits page.

Salary at Booz Allen is determined by various factors, including but not limited to location, the individual’s particular combination of education, knowledge, skills, competencies, and experience, as well as contract-specific affordability and organizational requirements.

The projected compensation range for this position is $46,900.00 to $96,000.00 (annualized USD). The estimate displayed represents the typical salary range for this position and is just one component of Booz Allen’s total compensation package for employees.

This posting will close within 90 days from the Posting Date.

Work Model

Our people-first culture prioritizes the benefits of flexibility and collaboration, whether that happens in person or remotely.

• If this position is listed as remote or hybrid, you’ll periodically work from a Booz Allen or client site facility.
• If this position is listed as onsite, you’ll work with colleagues and clients in person, as needed for the specific role.

EEO Commitment

We’re an equal employment opportunity / affirmative action employer that empowers our people to fearlessly drive change no matter their race, color, ethnicity, religion, sex (including pregnancy, childbirth, lactation, or related medical conditions), national origin, ancestry, age, marital status, sexual orientation, gender identity and expression, disability, veteran status, military or uniformed service member status, genetic information, or any other status protected by applicable federal, state, local, or international law.