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Job Summary  
The Assistant Supervisor - Customer Service Center reports to the Supervisor - Customer Service Center (CSC) and assists the supervisor with the successful supervision and operation of the Customer Service Center and Work Control. The Assistant Supervisor is also responsible for the operation and oversight of the Mobile Work Center at the Mark Center Contract. This includes being responsible for facilitating one-stop shop service for Mark Center customer requests, which may include general customer assistance, scheduling, coordination of ancillary services, signage updates, furniture setup, staff training, and other support services. The incumbent also performs training and quality control functions for the CSC Work Control staff.

Primary Duties  
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. These duties and responsibilities will be rated on the Annual Performance Review. 

Manage the SSI operations of the government s Mobile Work Center to ensure use policies and rules are published and enforced. Train and oversee SSI CSC personnel who provide services to users.

Supervise the SSI Mark Center CSC staff during the hours the CSC is open beyond the supervisor s regular work schedule and in the absence of the supervisor.

Ensure the center meets or exceeds the government s performance expectations as defined by the Performance Work Statement and SOPs.

Responsible for documenting customer service work order requests in the government s electronic scheduling system and, when applicable, transferring requests for approval/disapproval.

Responsible for the proper receipt and handling of customer service requests via phone, walk-up, or email and confirming receipt of requests in a timely, professional manner.

Additional Responsibilities 

Supervise the status of any work request inquiry to ensure a response is provided within 1 hour during government hours, within 4 hours after government work hours, and immediately during emergency events; ensure required written and verbal status reports, briefings, updates, and performance data are provided to the Customer Service Center Supervisor.

Supervise receipt of all CSC inquiries and work requests, including routine and emergency; supervise coordination and execution of requests and ensure each is monitored through resolution.

Provide training support for the CSC staff to ensure proper work accomplishment.

Responsible for ensuring the telephone number for after-hours service calls is redirected to the Building Operations Center (BOC).

Perform other responsibilities as assigned.

Qualifications: Education, Experience, and Certification(s)  

High school diploma required: Bachelor's degree preferred. 

Minimum 6 years of high-level administrative support experience with a high degree of personal interaction.

Additional documented formal education and/or training related to administrative support is highly preferred.

May be required to obtain a Top Secret/SCI Government Clearance. The requirements related to background screening eligibility and/or any security clearance requirements are subject to change at any time by ServiceSource and/or the applicable government agency. All persons applying for or holding any position covered by this job description are required to meet any such eligibility requirements regardless of past qualifications or past acceptance.

Working knowledge of computerized maintenance/information management systems is required.

Knowledge, Skills, and Abilities  

Customer service-oriented and able to work in a fast-paced environment.

Highly motivated to actively identify areas for enhancement with a proactive and determined mindset.

Works well individually and as a team player.

Dependable, reliable, punctual, and able to follow directions required.

Requires excellent verbal and written communication skills.

Working knowledge of Microsoft Office (Word, Excel, Outlook) and basic typing skills.

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.

Strong attention to detail and the ability to identify potential problems and provide position solutions, e.g., scheduling conflicts, etc.

Ability to multi-task, organize, prioritize, and meet deadlines on a daily basis. 

Maintain a high level of performance with limited supervision.

Physical Demands 
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 
 
While performing the duties of this job, the employee is regularly required to stand; reach with hands and arms; and talk or hear. The employee is occasionally required to walk and sit. The employee may occasionally lift or move products and supplies, up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, depth perception, and ability to adjust focus.  

Work Environment 
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The noise level in the work environment is usually quiet.  

What We Offer   for Benefit Eligible Employees May Include:
Because ServiceSource hires the best people, we work hard to provide benefits that make their lives better, so we offer a comprehensive benefit program which features:

Health coverage for you and your family through Medical, Dental, and Vision plans

Financial protection with 100% company paid Disability, Life, Accidental Death & Dismemberment insurance

A 403(b)-Retirement plan in which the company matches dollar for dollar on a generous percentage matching up to 3% of your contribution

Tax advantages through Flexible Spending and Health Savings accounts that allow you to pay for specific healthcare and dependent care expenses with pre-tax dollars

To help you manage your work and life needs, we offer an Employee Assistance Program, Wellness Program, and Tuition Assistance

A generous paid time-off program in which the benefits increase based on your tenure with the company

ServiceSource is committed to hiring and retaining a diverse workforce and building an inclusive workplace. We are an Equal Opportunity and Affirmative Action Employer, making employment decisions without regard to a person’s race, color, religion, sex (including pregnancy, sexual orientation, gender identity and transgender status), national origin, age (40 or older), veteran status, disability, or any other protected class. We are an E-Verify Employer and a drug-free workplace. Pre-employment background checks are required for all employment positions.

PAY TRANSPARENCY POLICY STATEMENT:

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information