Job#: 3033047

Job Description:

Location: Washington, District of Columbia (On-site)

Employment Type: Contract

We are seeking a Customer Relations Manager to provide exceptional customer service support on-site at Joint Base Anacostia-Bolling (JBAB). The successful candidate will act as a key liaison between customers and technical teams, working to resolve issues, improve the user experience, and maintain strong relationships. This role requires strong soft skills and the ability to de-escalate situations and turn a negative experience into a positive one.

• Provide in-person customer service at the walk-up helpdesk.
• Act as a mediator between customers and technicians, facilitating clear communication.
• Train desktop support technicians on customer service best practices.
• Intercede with customers to resolve complaints efficiently.
• Process and analyze customer satisfaction surveys, documenting findings and reporting to leadership.
• Conduct in-person meetings with VIP customers to gather feedback on IT services.
• Review technical notes on support tickets to understand and address the root cause of any negative feedback.
• Assist the User Experience (UX) Manager in the delivery of strategic initiatives.
• Conduct corrective action requests and provide resolution through root cause analysis.

Education: Bachelor’s Degree in computer science, information systems, engineering, management, or related field. Educational requirements may be substituted with a master's degree and 3 years of experience, or 10 years of intensive, progressive experience without a degree.

Experience: 6 years of professional experience, with at least 4 years of specialized experience in areas such as information systems development, functional and data requirements analysis, systems analysis and design, or program design. Experience must demonstrate the ability to work independently.

Technical Skills: IAT Level II Certification (e.g., CompTIA Sec+ CE) or higher is required. Candidates must have the ability to read and understand technical notes from IT support tickets.

Clearance: Must have the ability to obtain and maintain an active DoD Secret Security Clearance.

• Experience with cybersecurity policies and the implementation of Risk Management Framework (RMF).
• Demonstrated experience developing and managing strong relationships with government customers and representatives.

The anticipated pay range for this position is $50.00 to $55.00 per hour. Please note that the final pay rate will be determined by a variety of factors, including the candidate’s experience and qualifications.

We are an equal opportunity employer and welcome applications from all qualified candidates regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

Apex uses a virtual recruiter as part of the application process. Click here for more details.

If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Benefits Department at [email protected] or 804-523-8228.

Everforth Apex is a world-class IT services company that serves thousands of clients across the globe. When you join Everforth Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRateds Best of Staffing® in Talent Satisfaction in the United States and Great Place to Work® in the United Kingdom and Mexico.

Everforth Apex uses a virtual recruiter as part of the application process. Click here for more details. By applying for this job, you agree to receive calls, AI-generated calls, text messages, or emails from Everforth Apex and its affiliates, and contracted partners. Frequency varies for text messages. Message and data rates may apply. Carriers are not liable for delayed or undelivered messages. You can reply STOP to cancel and HELP for help. You can access our privacy policy at https://www.apexsystems.com/privacy-policy

Everforth Apex Benefits Overview: Everforth Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Everforth Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Everforth Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Everforth Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our ‘Welcome Packet’ as well, which an Everforth Apex team member can provide.

Everforth Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Everforth Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law.

If you require an accommodation under the Americans with Disabilities Act to participate in an interview with a virtual recruiter or to use our website for a search or application, please contact our Benefits Department at [email protected] or 804-523-8228. Please note that this contact information is strictly to be used for medical ADA accommodations and that no other inquiries will be answered.

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