Customer Care Center Supervisor

Position contingency

This position is contingent upon customer approval, funding, and/or position availability.

Overview

The Customer Care Center Supervisor will be based at Union III Iraq Amentum sites and will serve the Operations and Maintenance Support Services (OMSS) contract in support of the BSG. This position is a multi-shift administrative and supervisory role responsible for tracking and assigning all permanent and temporary duty (TDY) housing in a manner consistent with contract requirements. The supervisor will report to the Site Services Manager. The duties and responsibilities listed below are representative of the nature and level of work assigned and are not necessarily all inclusive.

Duties

• Responsible for maintaining a safe workplace and ensuring that safety is the highest priority in the workplace.
• Comply with all Environmental Health & Safety and Quality Assurance requirements and goals. Provide information and materials to these divisions as necessary to ensure adequate and legal documentation.
• Interact with the Site Services Manager and customers daily, informing customers of policies and procedures during check-in and check-out using good customer service skills.
• Manage the daily operation of the Housing department.
• Actively and openly communicate with all levels of the customer and Amentum team, brief program and site management on issues, and cultivate dialogue with all members of the housing mission.
• Assess the performance of all subordinates, provide employees guidance, and advise areas of improvement as necessary.
• Provide keys and check-in/check-out documents to tenants.
• Assist tenants with lockouts and other minor service issues.
• Maintain records related to occupancy, supply, and office activity.
• Be aware of occupancy status in the managed units.
• Become knowledgeable of the reservation system, ensuring bookings are entered correctly.
• Handle furniture, linen, or any other movement, and request replacements as needed.
• Answer trouble and service calls for building maintenance and follow up on service orders with respective departments.
• Handle keys and ensure compliance with key control procedures.
• Adhere to all BSG and Amentum policies, regulations, and Standard Operating Procedures (SOP); must be knowledgeable of all relevant safety standards related to area of responsibility.
• Train housing clerks and housing leads on how to perform their duties as assigned.
• Conduct frequent department meetings, training subordinates on changes in policy, procedure, safety, and general leadership coaching.
• Perform additional duties and projects as assigned.

Required qualifications

• Minimum acceptable experience level: Five (5) years of related customer service and housing or property management experience in an overseas environment while in a leadership or supervisory role.
• Knowledge, skills, and abilities:
  • Ability to work in a fast-paced environment that requires handling multiple tasks simultaneously and rapidly adapting to changing priorities and schedules.
  • Excellent organizational and time management skills.
  • Expert computer skills, specifically in Microsoft Word and Excel.
  • Ability to work effectively with multi-national staff and demanding customers.
  • Capable of lifting up to 50 lbs.
  • Knowledge of principles and processes involved in supporting contract responsibilities at an overseas facility.
  • Ability to assess, implement, and discuss opportunities for improvement with subordinates, effectively cultivating positive change in the team.
  • Experience providing excellent customer service.
  • Cross-cultural sensitivity with an international perspective.
  • Ability to become an active and functioning member of a team.
  • Must have the ability to be innovative and be an agent for change.
  • Expert communication skills to facilitate and disseminate information.
• Education: A high school diploma or GED.
• Passport, licenses, and certifications: As part of pre-contingency requirements, candidates must possess a valid passport with a minimum of 18 months remaining to expiration date and 8 blank pages by the time the visa process starts.
• Valid driver's license.
• Security vetting: Must already possess a US Government issued security clearance or Moderate Risk Public Trust (MRPT), or be able to obtain a favorable MRPT certification or US Government clearance prior to being hired. Must maintain eligibility at the required certification or clearance level for the duration of the contract.
• Language skills: Satisfactory English proficiency to meet job requirements and to adhere and comply with safety, health, and security measures.
• Medical: Successfully complete and pass the medical and dental examinations as required for deployment to Iraq. Must maintain physical and dental requirements for the duration of deployment.

Desired qualifications

• Previous out-of-home country experience and previous work experience in harsh environmental conditions are a plus.
• Experience working with Amentum.

Working and living conditions

This position may be located in a war zone, in an environment with harsh and dangerous working and living conditions. While performing the duties of this job, the employee may regularly be exposed to extreme and austere desert-like environments. Temperatures can reach 120-130 degrees Fahrenheit (50-55 degrees Celsius) during the summer months.

Employees must be willing and able to perform regular job requirements in this austere, extreme environment, as well as willing and able to deploy to Iraq for extended periods. Work schedules are a minimum of six days per week and 10 hours per day, while some jobs have higher daily and weekly minimums.

Employees must be willing and able to perform physical activities including, but not limited to, heavy lifting and moving of items, parts, assemblies, and equipment up to the safety regulation maximum; climbing in and out of equipment; crawling; and working outdoors. This includes being able to lift and carry 40 pounds of personal protective equipment for extended periods and being capable of running and "duck and cover" during emergencies without putting oneself or others at risk.

Equal opportunity employer statement

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

Amentum is a drug-free workplace.

Amentum is proud to be an Equal Opportunity Employer. Our hiring practices provide equal opportunity for employment without regard to race, sex, sexual orientation, pregnancy (including pregnancy, childbirth, breastfeeding, or medical conditions related to pregnancy, childbirth, or breastfeeding), age, ancestry, United States military or veteran status, color, religion, creed, marital or domestic partner status, medical condition, genetic information, national origin, citizenship status, low-income status, or mental or physical disability so long as the essential functions of the job can be performed with or without reasonable accommodation, or any other protected category under federal, state, or local law.