Customer Relations Manager

Come join our growing team with a 21st Century Vision! At KaylaTek we understand that the key to our success is the quality of the people we employ. Our focus is not just on jobs but on building and enhancing your career through ongoing professional development training and high quality of life. Our team members choose KaylaTek for a number of reasons including our competitive compensation and benefit packages dedication to education as well as our outstanding service. Our Grow Strong Vision encompasses a place for employees to grow learn and feel a sense of belonging not just a place to work.

JOB SUMMARY: The AFNCR IT Services program provides support services for information systems for Headquarters Air Force (HAF) Air Force District of Washington (AFDW) Office of the Secretary of Defense (OSD) Joint Chiefs of Staff and other Air Force activities within the AFNCR missions to include the Pentagon Joint Base Andrews (JBA) Joint Base Anacostia-Bolling (JBAB) and other locations leased spaces and alternate sites.

CERTIFICATIONS REQUIRED:

• None

SECURITY CLEARANCE: Currently possess an active Secret clearance - verification required

SHIFT: Day Shift - Full time on-site at Joint Base Anacostia Bolling (JBAB) Washington D.C.

PRIMARY RESPONSIBILITIES:

KaylaTek is seeking an Information Technology (IT) Customer Relations Specialists to support the Air Force National Capital Region (AFNCR) IT Services (ITS) program at JBAB. 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.

• 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.

QUALIFICATIONS

• Minimum/General Experience: 6 years experience of which at least 4 years must be specialized. Specialized experience includes information systems development functional and data requirements analysis systems analysis and design programming program design and documentation preparation. The following experience is also required: demonstrated experience in the implementation of information engineering projects; systems analysis design and programming systems planning business information planning and business analysis. Must demonstrate the ability to work independently or under only general direction.
• Minimum Education: A bachelors degree in computer science/systems information systems/technology engineering/engineering technology software engineering/programming management natural sciences social sciences mathematics or business/finance.
  Education and experience requirements may be substituted with:
  1. A masters degree (in subjects described above) and 3 years of experience.
  2. No degree with 10 years of intensive and progressive experience demonstrating the required proficiency levels related to task
• Possess a current DoD Secret clearance.
• 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.

PREFERRED QUALIFICATIONS

• None

The above statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities duties and skills required of personnel so classified.

EQUAL OPPORTUNITY EMPLOYER

KaylaTek is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender identity or expression pregnancy age national origin disability status genetic information protected veteran status or any other characteristic protected by law.

In compliance with federal law all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form (I-9) upon hire. KaylaTek participates in the DHS e-Verify program. KaylaTek also conducts background checks (criminal education prior employment and professional certifications/licensing) on all candidates post offer though PROScreening LLC.

The Air Force National Capital Regional (AFNCR) IT Services Contract also requires pre-employment drug testing and annual drug testing for all hires to work on contract with the Air Force. This is at no cost the candidate/employee

Required Experience:

Manager