Customer Service Representative

About the Role

Amentum is seeking a full-time Customer Service Representative to join the Argonne team in Lemont, Illinois. This is a hybrid in-person and WFH position. The role is responsible for providing a positive experience for all laboratory users and coordinating work orders for technicians.

Key Responsibilities

• Provide Tier 1/Service Desk support.
• Interface with laboratory telephone services users, acting as a liaison to understand needs and document them as Incidents or MAC work orders.
• Schedule Field Engineer work related to user requests using Pinnacle (TEMs Software) and communicate scheduling information to users.
• Receive trouble reports from users, document them in the Laboratory’s Incident tracking system (Fresh Service), resolve them, or forward them to Field Engineers and track to completion.
• Create work orders for Adds, Moves and Changes in Pinnacle Software.
• Submit Networking Tickets as required.
• Ensure users' needs and expectations are met.
• Maintain Knowledge Base articles for Telephone Service Support in Fresh Service.
• Manage work processes for provisioning equipment and Work Order Management.
• Update telephone directory listings in the PBX and 911 system.
• Perform basic troubleshooting for phone equipment, features, and voicemail.
• Work on special projects as required.

Requirements & Tech Stack

• Self-directed team player.
• Strong verbal and written communication skills.
• Ability to work well with senior management and peers.
• Customer service skills.
• Maintain effective relationships with internal and external customers.
• Advanced proficiency in Microsoft Suite, Box.
• Ability to quickly understand new processes and software applications.

Qualifications

• An Associates degree is desirable.

Compensation: $24/hr - $28.84/hr