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Job Summary

The Customer Service Center (CSC) Assistant Supervisor reports to the CSC Supervisor 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 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, training of staff, 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. Trains and oversees SSI CSC personnel that provide services to users.

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

• Ensure the center meets or exceeds the government's performance expectations as definedby 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 to WHS for approval/disapproval.

• Responsible for the proper receipt and handling by staff of customer service requests via phone, walk-up, or e-mail 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 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.

• Provides training support to 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)

• Requires 6 to 8 years of high level administrative support experience with a high degree of personal interaction.

• A high school diploma is required a bachelor's degree is preferred.

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

• Must successfully pass all pre-employment background screening requirements to include pre- employment drug screening.

• 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 or holding any position covered by this job description are required to meet any such eligibility requirements regardless of past qualifications or past acceptance.

• Must have working knowledge of Computerized Maintenance/Information Management Systems.

Knowledge, Skills, and Abilities

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

• Must be dependable, reliable and punctual, ability to follow directions

• Requires excellent verbal and written skills

• Basic typing skills

• Working knowledge of Microsoft Office (Word, Excel, Outlook)

• Knowledgeable in the use of conference center scheduling systems

• 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, i.e., scheduling conflicts, and provide positive solutions

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

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 talk or hear. The employee frequently is required to stand; use hands and arms; climb or balance; stoop and kneel. The employee is occasionally required to walk and sit. The employee must regularly lift and/or move up to 25 pounds and occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral 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. We are an Equal Opportunity and Affirmative Action Employer, making decisions without regard to race, color, religion, sex, national origin, age, veteran status, disability, or any other protected class. If accommodation is needed in the application process, arrangements can be made with the local regional office .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