CIC Research & Support Specialist

Staff positions are supportive roles providing support to our rehabilitation mission. Applicants for staff positions do not need to have a barrier to employment to be eligible for these roles.
Peckham Inc. - Customer Interaction Center Research & Support Specialist

SUMMARY

The Defense Logistics Agency (DLA) customer Interaction Center (CIC) Research & Support Specialist is responsible for researching and supporting operational activities of the CIC, thereby enabling Customer Service Representatives to effectively support the warfighter. This is accomplished by optimizing call handling processes for each type of inquiry.

MINIMUM QUALIFICATIONS

• 2-3 years CIC experience or significant related experience
• High level of competency in use of technology and troubleshooting
• Passing and maintaining a successful background check
• U.S citizenship required due to security clearance
• Mastery of Microsoft Office Suite
• 1+ years Relevant Training experience

PREFERRED QUALIFICATIONS

• Project Management and Research Experience
• CompTIA A+, CompTIA Security+, and MS Windows 7 Certified

MAIN DUTIES AND RESPONSIBILITIES

• Act as the liaison between Peckham and DLA staff, to clarify DLA procedural expectations, so that Customer Service Representatives can efficiently and accurately handle CIC customers.
• Strong analytical, oral communication, and technical writing abilities
• Proven ability to evaluate, plan, and implement improvements in call center processes and practices.
• Flexibility and advanced proficiency with computer hardware and software.
• Creating reports, analyzing, compiling and tracking data consistently and accurately
• Act as training facilitator on assigned subjects
• Assisting in the development and maintenance of training materials, including:
• Review training material for content accuracy and compliance with DLA policy.
• Submit drafts of new or updated training materials to DLA for approval.
• Track approval and/or revision status of CIC training materials.
• Maintain ongoing record of change status.
• Create and/or maintain operation procedural documentation, including procedural manuals, sharing with appropriate stakeholders, as necessary.

OTHER DUTIES AND RESPONSIBILITIES

• Reviews QA appeals, to determine evaluation accuracy and validity.
• Acts as a CSR subject matter expert to ensure consistent, accurate and reliable resources are maintained.
• Provide research and support functions in a variety of operational activities such as reporting, analysis, efficiency, knowledge transfer and process improvement.
• Manage assigned tasks in Workforce Management program.
• Significant operational small project work, as assigned.
• Promote Peckham’s vision, value, culture, and commitment to excellent customer services to all team members, staff, customers and stakeholders.
• Maintain a safe and clean work environment.
• Other related duties as assigned.

SUPERVISORY RESPONSIBILITIES

• This position does not have direct supervisory responsibility.