Job Title:Service Delivery Coordinator Associate Professional
Job Number:0900BG6

Job Category:Account Service Management
Primary Location:USA-GA: GEORGIA-FORT MCPHERSON
Schedule:Part-time
Job Type:Regular
Employee Status:Regular
Job Posting:2009-Nov-16
Description


The US Army ReserveFamily Support Program Directorate's objective is to increase families' knowledge of the unit's mission and the organization of the US Army Reserve. It promotes awareness of the families' benefits and entitlements, and enhances outreach programs by offering informationabout military and community resources. This task requiresa 24/7 Family Programs Outreach and SupportCall Center with staff responsible for delivering quality customer service to the families of deployed and mobilized ArmyReservesoldiers. Candidates selected require a background in social work, psychology, or business administration and will act as the 24/7 emergency and after duty hours point of contact for Family Program Directors.

Essential Job Functions

• Coordinates, develops, and disseminates information, referral, outreach, and assistance regarding benefits and entitlements to family members and significant others of deployed Army Reserve soldiers.
• Duty requires a non-standard work week, with scheduled shifts to support requirements of a 24/7 call center operation.
• Utilizes points of contact lists or resource guide to provide family members with resources in a timely manner.
• Meets a weekly call volume goal.
• Coordinates routine activities of a functional area or department account leads to ensure that business solution objectives are met.
• Assists in the interpretation of demand forecasts and in the planning and delivery of end-to-end services.
• Maintains records of account specific service problems and assists in prioritizing work requests.
• Assists in coordinating communications between Line of Service (LOS) and client to ensure that integration of new, enhanced and existing service offerings meet client specifications.
• Assists in identifying service improvements to increase customer satisfaction.
• Ensures satisfactory delivery of all projects.
  

• Bachelor's degree or equivalent combination of education and experience
• Bachelor's degree in business administration, social work, psychology or related field preferred
• Experience in customer service, social or community services
• Experience with connecting family members with available local, community, military, and government resources
• Zero or more years of telephone customer service experience
• Zero or more years of support services or project or program experience
• Experience working with the technology industry
• Experience working with company products and operating systems

• US citizenship required to access military facilities
• Social, community, and military experience preferred
• Basic project management skills
• Basic analytical and problem solving skills
• Interpersonal skills to interact with customers and team members
• Organization and time management skills
• Communication skills
• Ability to work in a team environment
• Willingness to travel