Customer Service Center & Service Contracts Representative

Leidos • Springfield, VA

2d

About The Position

The Customer Service center & Service Contracts representative is responsible for overseeing the customer service center operations and managing service contract processes within the maintenance facility. This role ensures excellent customer support, effective team leadership, and efficient establishment, administration, and maintenance of contracts with service providers. The ideal candidate demonstrates strong leadership, organizational, and communication skills, and can balance customer-facing duties with vendor management responsibilities.

Requirements

• TS/SCI w/ Poly Clearance is required prior to start
• High school diploma or equivalent; 2+ years of experience in customer service and/or contract administration, with at least 1 year in a supervisory or lead role.
• Strong organizational, communication, and problem-solving skills.
• Proficiency with customer service and contract management software.
• Ability to multitask and remain calm under pressure
• Experience in a maintenance, facilities, or service center environment.
• Experience with SAP

Responsibilities

• Supervise, coach, and support customer service representatives to deliver outstanding service.
• Handle complex or escalated customer inquiries and complaints.
• Monitor team performance, provide feedback, and coordinate training initiatives
• Track and report on key customer service metrics.
• Oversee data entry for maintenance employees, hours, and work completed
• Oversee scheduling, shift planning, and resource allocation for the customer service team.
• Foster a positive and professional team environment.
• Supervise and support customer service representatives to deliver outstanding service.
• Handle complex or escalated customer inquiries and complaints.
• Collaborate with other departments to resolve customer issues and improve processes.
• Provide backup for procurement services
• Provide entries for SAP numbers, PRs Numbers
• Track material orders and deliveries
• Assist with Cafeteria inspection, monitoring and representative between customer and café services
• Assist with Café inventory, restocking, tracking lost and coordinate repairs
• Work with procurement and vendors
• Available for occasional calls to help coordinate venders support outside regular business hours

Benefits

• Pay and benefits are fundamental to any career decision. That's why we craft compensation packages that reflect the importance of the work we do for our customers.
• Employment benefits include competitive compensation, Health and Wellness programs, Income Protection, Paid Leave and Retirement.
• More details are available here.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees