Customer Service Representative / Case Management Analyst

Customer Service Representative / Case Management Analyst

Amentum is a leading provider of enduring support for the essential missions of the U.S. government, its allied partners and international organizations. With over 60 years of experience, Amentum supports the execution of complex and critical missions by providing global logistics and stability operations, technical services and national security solutions to customers around the world. Amentum has a workforce of approximately 50,000 people in over 80 countries on all seven continents and is headquartered in Chantilly, VA.

If you are an experienced Case Management Analyst seeking a way to positively impact U.S. National Security, Amentum is looking for you to join our existing contract with the Transportation Security Administration (TSA)! We have full time positions supporting TSA's Springfield, VA facility for experienced Case Management Analysts who are excited about supporting TSA's role in supporting members of the public enrolling in TSA programs and those with questions about their interaction with TSA's vetting programs to ensure the Security of the nation's transportation systems.

The successful candidate will bring at least one year of experience managing queues in a call center environment. Work includes identifying, researching, and resolving questions / issues from applicants to TSA security programs including but not limited to the TSA PreCheck, and the Transportation Worker Identification Credential (TWIC) programs.

Essential duties and responsibilities for the position include the following :

• Provide customer relationship management to program applicants including performing and conduct queue management based on cases received for vetting program populations including processing cases, emails, phone calls and develop associated queue reports.
• Triage cases / tickets.
• Complete case management actions according to customer procedures for various vetting program populations, including assisting in applicant information updates to include uploading documents, responding to inquiries and customer service tickets.
• Maintain communication with customers and immediately report any issues or concerns to Program Leads.
• Work efficiently in a hybrid role from home / office while staying on task.
• Perform customer service tasks (e.g., answering telephone calls, typing, filing, scanning, faxing, copying, & correspondence management).
• Respond to telephone calls, email, and personnel requests for TSA application support according to customer procedures.
• Document, track, and monitor customer problems to ensure a timely resolution.
• Use Microsoft Office suite to perform job duties.
• Apply internet skills to perform searches and navigate within web sites and other legal research sites as required.
• Apply effective listening, customer service, and problem resolution skills.
• Courteously handle unsatisfied customers.
• Responds to and diagnose problems through discussion with users.
• Ensure a timely process through which problems are controlled. Includes problem recognition, research, isolation, resolution, and follow-up steps.
• Recommend systems modifications to reduce user problems.

Minimum Experience, Education and Licensure :

The Basic Qualifications for this position are as follows :

Must be able to obtain and maintain facility credentials / authorization. Note : US Citizenship is required for facility credentials / authorization at this work location.

1+ years' experience in :

Minimum Knowledge, Skills and Abilities :

Physical Demands :

Work Environment :

Amentum is proud to be an Equal Opportunity Employer. Our hiring practices provide equal opportunity for employment without regard to race, sex, sexual orientation, pregnancy (including pregnancy, childbirth, breastfeeding, or medical conditions related to pregnancy, childbirth, or breastfeeding), age, ancestry, United States military or veteran status, color, religion, creed, marital or domestic partner status, medical condition, genetic information, national origin, citizenship status, low-income status, or mental or physical disability so long as the essential functions of the job can be performed with or without reasonable accommodation, or any other protected category under federal, state, or local law. Learn more about your rights under Federal laws and supplemental language.