POSITION DESCRIPTION

TASK TITLE: Customer Support and Training, (CGFS/S/CST)

VACANT POSITION: Commercial Claims Helpdesk Analyst

CONTRACTOR: Haynes, Inc

GOVERNMENT TASK MANAGER (GTM): Richard Sizemore, CGFS/S/CST

TASK PURPOSE:
The U.S. Department of State (DoS), Bureau of the Comptroller and Global Financial Services, has a requirement for a Secretary IV on the Commercial Claims Customer Support Desk. Customer Support & Training (CST) provides customer support desk services, knowledgebase management and training, training development and delivery for overseas financial operations, system implementation training and support, Payroll customer support for American employees and retirees, and the Commercial Claims Support Desk providing customer support and problem resolution to DoS vendors with questions about past due invoices. This position will function as a Tier I analyst on the Commercial Claims Customer Support Desk and will provide financial system and business process support by phone and email to vendors of the Department of State and will liaise with the Vendor Claims employees at the Department of State.

CONTRACTOR PERSONNEL
MINIMUM/GENERAL REQUIREMENTS:

• Requires graduation from a two-year accredited college or university in accounting, or a related field such as computer science or business administration.
• Ability to multi-task, learn quickly, organize files electronically, work independently with little supervision, communicate concisely and effectively with management, co-workers, and with vendor representatives.
• On-the-job training will be provided to familiarize the incumbent with the software systems to be supported.

FUNCTIONAL RESPONSIBILITY
ACTION

The Commercial Claims Customer Support Desk Analysts are the first line of support. During the hours of operation, the expectation is that an analyst will be present to take incoming calls and e-mails sent to the Commercial Claims Customer Support email inbox. At the beginning of each workday, the first Customer Support Desk analyst to arrive per the schedule will check the Commercial Claims Customer Support voice mailbox and e-mail inbox for any messages from customers reported outside the hours of operation. For each message received, the analyst creates a case to record the details of the incident and to document the receipt of the customer’s initial contact.

TRACKING AND DOCUMENTING CUSTOMER INQUIRIES
Remedy Case Management - The Case Management System is an on-line database for tracking the initial communication and the on-going dialogue with the customers until final resolution. Phone calls, e-mails, and analysis performed on customer inquiries are tracked within the Case Management system. A unique case number is systematically assigned when the case is successfully submitted. Analysts are required to enter all customer issues into the Case Management system.

REPORTING AND METRICS
The Commercial Claims Customer Support Desk creates reports on a weekly, monthly, and cumulative basis for internal and external use. The internal reports are primarily used to track performance metrics for the GFS Customer Support Desk as a whole, for Vendor Claims management, and for individual support analysts. Analysts are required to run and distribute Case Management reports.

TECHNICAL SUPPORT

• Ensure that the Commercial Claims Customer Support Desk email inbox and voice mail are cleared at the beginning of the day and prior to the end of the day.
• The Commercial Claims Customer Support Desk will create a Case Management case within 12 hours of the customer’s initial inquiry, via phone or e-mail. The Support Desk Analyst will prioritize cases and escalate to the functional bureau offices for approval and then to Vendor Claims accordingly.
• The Commercial Claims Support Desk analyzes, troubleshoots and provides solutions for all Case Management cases to include: researching past due vendor invoices, partial payments, and other invoice related issue and communicating with bureau offices to obtain invoice approvals for overdue invoices.
• Provide vendor claims processors with valid invoices and invoice approvals and support the processors so that payment can be made promptly.
• Perform daily follow-up on requests to vendors, bureaus and vendor claims, as well as weekly updates to vendor as to the status of their inquiry.
• The Commercial Claims Support Desk analyst will update the Case Management case any time that additional correspondence or research is performed on behalf of the customer and will only close a Case Management case when the issue is confirmed as resolved with the customer or confirmation is received by Vendor Claims that the payment has been processed.
• Run and distribute Case Management Reports.
• May be required to work on one-time or as needed projects, as assigned.

SECURITY REQUIREMENTS
All personnel that are provided under this task order must be able to either possess or obtain a security clearance of “Secret”.

PERIOD AND TIME OF PERFORMANCE
The contractor will ensure constant coverage on the Support Desk during core hours of 6:00 a.m. – 6:00 p.m., with a non-compensated 45 minute lunch Monday through Friday, excluding federal holidays observed at the government site. Performance under this task order may require work in excess of the normal forty-hour work week. Work performed in excess of 40 hours may be scheduled or unscheduled emergency work.

FORMAL JOB-SPECIFIC TRAINING REQUIREMENTS:
None at this time

Haynes, INC. is an Equal Opportunity Employer. We do not discriminate against any employee or applicant for employment because of race, color, religion, gender, national origin, age, marital status, disability, veteran status, sexual orientation, or other protected status in any of the terms or conditions of employment