Job Description
Job DescriptionGrow, innovate, and generate progress: Harness your expertise to solve challenges and celebrate success!
Job Summary:
JCS Solutions has a need for an Information Technology (IT) Customer Relations Manager to support the Air Force National Capital Region (AFNCR) IT Services (ITS) program at the Pentagon. The successful candidate will assist the Government staff by responsibilities include using CRM programs and CRM tools, resolving escalated client issues, and ensuring customers are aware of new and existing company products. The position is 100% on-site at The Pentagon, Arlington, VA. This position offers an excellent opportunity to be part of a high-performing team responsible for supporting a high-velocity collaborative environment, along with tremendous growth potential. If you are interested in a challenge and a great working environment, apply today!
What’s in it for you:
- Join a premier technology firm specializing in innovative solutions.
- Be part of a collaborative, inclusive, and innovative work culture.
- Enjoy tremendous growth potential in a high-performing team environment.
- A robust benefits package:
- Health, dental, and vision insurance
- Life insurance
- Short-and-long term disability
- Paid time off (PTO)
- 401k retirement plan with employer match
- Annual Professional Development Reimbursement Program
- And more!
What you will do:
The specific duties include but are not necessarily limited to the following:
- Manage and develop strong relationships with the customers – act as the mediator between company and client, facilitating two-way communication.
- Oversee the customer experience and ensure their organization meets customers' expectations and goals.
- Work to achieve company and client goals simultaneously.
- Maintain an ongoing level of engagement with key customers.
- Utilize strategic and analytical methods when finding solutions to problems to ensure maximum client satisfaction.
- Conduct quality assurance surveys to determine customer satisfaction and use the findings to improve on areas of complaint.
- Conduct corrective action requests and provide a timely, sustained resolution through root cause analysis and preventive measures.
- Understand customer needs and develop plans to address them.
- Resolve customer complaints quickly and efficiently.
- Improve Customer/User Experience by gathering feedback and providing detailed reports to customer.
- Assists the User Experience (UX) Manager in the delivery of UX Strategic Initiatives and/or Projects.
- Track, conduct analysis, provide quality assurance and communicate with Customers regarding In/Out processing initiatives in efforts to properly process and maintain positive control of IT assets within the AFNCR portfolio.
- Comfortable in a fast-paced environment.
- Technically strong and able to make quick, sound decisions.
- Excellent communication and collaboration skills are a must.
What you will bring:
- U.S. Citizenship
- Active Secret Security Clearance.
- DoD 8570.01 IAT Level II Certification (at least one of the following): Security+ CE (Preferred), CCNA-Security, CySA+ **, GICSP, GSEC, CND, SSCP.
- Bachelor’s degree and 4+ years of prior relevant experience or Masters with 2+ years of prior relevant experience, additional years of applicable experience will be accepted in lieu of
- Excellent interpersonal and communication skills.
- Proficient in all Microsoft applications.
- A team player with leadership skills.
- Can problem solve with little to no direction.
- Maintain a positive attitude focused on customer satisfaction.
- Experience working with federal customers.
- Prior experience as a Customer Relations Manager within an Air Force or other military organization is a must.
How you will wow us:
- Working knowledge of the Air Force and/or DoD is a plus.
JCS Solutions LLC (JCS) is a premier technology firm specializing in enterprise-wide capabilities including cloud and infrastructure solutions, cyber security, digital modernization, next generation technologies enablement, software solutions, and mission support services dedicated to providing the highest quality of services and solutions. JCS delivers expert management consulting and information technology (IT) solutions to federal agencies.
We are a learning organization that promotes a work culture of collaboration, inclusiveness, inspiration and innovation.
JCS has been certified as a Great Place to Work four years in a row and wasawarded as Washington Post’s Top Places to Work for 2024.
Our employees embody our core values, and we are looking for others who do too!
- Customer Experience: Strive for excellence and delight our clients
- Innovation: Embrace creative thinking to enable continual growth and powerful solutions
- Accountability: Take ownership of and pride in our actions and service delivery
- Inspire: Be inspired to be your best self and have fun in the process
- Integrity: Do the right thing, the right way, every time!
- Stewardship: Careful management of something entrusted to us.
Commitment to Non-Discrimination:
All qualified applicants will receive consideration for employment without regard to any status protected by applicable federal, state, or local laws.
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