Customer Care Assistant

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 on shared services performance.  

You will be providing supervised support for 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 they are closed. You’ll educate and provide policy guidance on inquiries, and be responsible for other duties as directed by supervisor. Due to the nature of work performed within this facility, U.S. citizenship is required.

How You’ll Contribute: 

• Perform repetitive administrative and transactional activities as directed by the supervisor.
• Provide back-up to the front-line customer service representatives and support to employees and managers troubleshooting to analyze, isolate, and solve problems and issues.   
• Utilize key customer care technologies such as telephony and case management, to accurately capture and resolve employee and manager inquiries or determine if escalated support is required. 
• Educate inquiring employees about tools, policies, and processes for the organization, so that they are better informed on how to handle their inquiry more independently. 
• Ensure sensitive information remains confidential and protect personal information when processing all transactions and addressing employee inquiries, in line with the organizations data privacy requirements. 
• Ensure compliance with departmental practices and applicable local, state, and federal laws and regulations. 
• Utilize a knowledgebase to answer questions, resolve issues, and complete transactions.  

Join us. The world can’t wait.

You Have:

• 1+ years of experience in a customer service and support role
• Experience in Microsoft Office 365 with an emphasis on Excel, Word, and Outlook
• Ability to multitask in a fast-paced team environment
• HS diploma or GED

Nice If You Have:

• Experience with ServiceNow
• Possession of excellent detail-oriented and organizational skills

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 $39,600.00 to $81,000.00 (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.

Identity Statement

As part of the application process, you are expected to be on camera during interviews and assessments. We reserve the right to take your picture to verify your identity and prevent fraud.

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.

Commitment to Non-Discrimination

All qualified applicants will receive consideration for employment without regard to disability, status as a protected veteran or any other status protected by applicable federal, state, local, or international law.