CUSTOMER SERVICE REPRESENTATIVE

CUSTOMER SERVICE REPRESENTATIVE Livorno, Italy Ausschreibungsbereich FOR THIS POSITION APPLICATIONS MUST BE SUBMITTED IN ENGLISH.Applications will be accepted from INTERNAL Local National employees who are seeking promotion or reassignment.If you have any questions about this vacancy or the application process, please email us at: Hauptaufgaben Incumbent serves as the customer service representative for the DPW Satelite Livorno. Serves as the official point of contact for all DPW Satelite Livorno customer-related programs, work requests and reconciliation. Serves as the official point of contact for all DPW Site Livorno customers who require assistance and information on customer services, work requests status, grievances or complaints. Diagnoses the nature of technical repair needs and determines work priority category. Represents the DPW for customer inquiries, status reports, and reconciliation regarding service orders and work requests. Estimates timetables for service orders and IJOs milestones based on knowledge of type of work, backlog, manpower and dollar resources. Implements quality controls on customer service including inspections and interviews with customers to determine customer satisfaction. Determines validity and resolves routine and complex complaints regarding in-house worker and contractor performance. Independently uses judgment to evaluate contradictory information from customers and workers. Recommends appropriate solution to supervisor or the DPW DEH regarding unique problems. Maintains statistical data and logs of complaints and inquiries. Compiles data for the preparation of Customer Relations-related administrative and statistical reports as required. Makes recommendations to improve procedures and cost effectiveness of the division based on first-hand awareness of customer service results. Works with the supervisor in developing informational materials to promote awareness and understanding of the DPW program. Establishes procedures to ensure that customer information is current and update. Identifies problem areas, and modifies or establishes procedures to improve customer service. Coordinates maintenance and repair, and performance of such. Prepares written documentation in Italian and English such as requests for maintenance and repairs, requests for reimbursements, statements of charges, and other related customer service correspondence. Establishes and maintains the proper flow of documents among different offices such as reimbursements, information requests, and authorization for special works. Resolves disputes. Inputs data into the GFEBS, Integrated Facilities System and maintains files and registers. Establishes procedures to ensure that computer records are current and updated. Prepares official documentation, reports, and written correspondence for the division chief. Provides monthly status of work requests for reconciliation and maintains records. Prepares correspondence pertaining to requests of funds, validation, and answers all written inquiries. Maintains knowledge of the DPW annual work plan, resource management plan, five-year plan, DPW responsibilities and functions, an up-to-date knowledge of all the changes in pertinent procedures within the DPW organization. Provides feedback and recommendations to the Bus Ops Lead. Performs a variety of general administrative support duties auxiliary to the substantive work of the organization for the EWMD Chief. Prepares various forms associated with justifying and requisitioning of various materials, equipment, and services needed for the proper functioning of the office. Assigns Purchase Request & Commitment numbers, prepares Military Interdepartmental Purchase Requests and acceptance documents, as required. Types a variety of technical correspondences in accordance with established format procedures. Maintains and classifies a variety of files in accordance with regulatory requirements. Searches for and withdraws specific items from the files at the supervisor's request. Screens incoming telephone calls and visitors and redirects them as appropriate. Receives request for maintenance and repair work, interviews and questions customers to derive a clear definition of work requirements including nature, extent, necessity and urgency. Provides customers with appropriate information for documentation. Evaluates work requested, issues and approves work service order magnitude and establishes priorities for accomplishment. Returns requests which are not in accordance with established policy or which have been disapproved. Computes costs of completed work and posts to Work Order Request, Individual Job Order Register, and Service orders to be used for evaluation and programming purposes. Collects work orders and service orders by shop, type, number of man-hours, and the like for statistical purposes such as year-end summaries and special studies needed by management for work improvement.NOTE: Tour of duty is 40 hours per week, Monday through Friday from 08.00 to 17.00, including a 1-hour uncompensated lunch break. Qualifikationsanforderungen MINIMUM QUALIFICATION REQUIREMENTS: Applicants must meet the qualification requirements in the Qualification Standards Handbook as summarizedbelow.EXPERIENCE: Applicants must have a minimum of 1 year of Specialized Experience, equivalent to at least the UA-05 grade level.Specialized Experience is experience that equipped the applicant with the particular knowledge, skills, and abilities to perform successfully the duties of the position, and that is typically in or related to the position to be filled.ORSUBSTITUTION EDUCATION FOR EXPERIENCE: Education may be substituted for experience in accordance with the "General Schedule Qualification Standards" published by U.S. Office of Personnel Management.If applicants wish to substitute education for experience copies of education documents (e.g. "Diploma di Laurea, transcripts, High School Diploma) must be submitted at the time of application to the following email address:NOTE: A good knowledge of the English and Italian languages, both oral and written, is required in order to deal with communications involving complex technical problems and coordination of solutions to those problems.Please specify the vacancy announcement number on the subject line of the email message.Failure to submit documents in a timely manner may result in a disqualification rating. Auswahlkriterien auswählen Not applicable. Beschäftigungsbedingungen Not applicable.