Customer Relations Liaison

Are you ready to enhance your skills and build your career in a rapidly evolving business climate? Are you looking for a career where professional development is embedded in your employer’s core culture? If so, Chenega Military, Intelligence & Operations Support (MIOS) could be the place for you! Join our team of professionals who support large-scale government operations by leveraging cutting-edge technology and take your career to the next level!

Responsibilities

Customer Relationship Management

• Establish and maintain trusted relationships with customer stakeholders and end users.
• Serve as the primary liaison between customers and internal service delivery teams.
• Develop and maintain a customer communication and engagement strategy.
• Conduct regular customer outreach to gather feedback, understand business needs, and identify opportunities for improvement.
• Act as the voice of the customer by communicating customer concerns, expectations, and priorities to internal teams.

Customer Advocacy and Escalation Management

• Coordinate the resolution of customer concerns and service-related issues across multiple teams.
• Monitor and track customer requests and escalations through completion.
• Provide customers with timely updates and transparency regarding the status of requests, issues, and improvement initiatives.
• Facilitate communication between stakeholders to ensure issues are resolved efficiently and effectively.
• Set and manage customer expectations regarding service delivery timelines and outcomes.

Customer Experience and Continuous Improvement

• Analyze customer feedback, service trends, and recurring concerns to identify improvement opportunities.
• Collaborate with service desk leadership and technical teams to recommend enhancements to customer experience and service delivery processes.
• Participate in customer satisfaction initiatives and action planning efforts.
• Support the development and implementation of strategies that improve customer engagement and overall service quality.
• Promote a culture of customer service excellence throughout the organization.

Reporting and Stakeholder Engagement

• Monitor customer satisfaction metrics, service trends, and key performance indicators.
• Prepare reports and provide updates on customer concerns, escalations, and service improvement efforts.
• Participate in customer meetings, project reviews, status calls, and service review discussions.
• Maintain accurate records of customer interactions, requests, and resolutions.

Compliance and Administration

• Ensure activities are conducted in accordance with corporate policies, procedures, and contractual requirements.
• Maintain knowledge of services, technologies, and support processes to effectively communicate with customers and stakeholders.
• Perform other duties as assigned.

Qualifications

• High school diploma or GED equivalent
• Bachelor's degree preferred
• 5+ years of experience in customer relations, customer success, or IT customer support environments.
• Experience supporting customers in a government or enterprise IT environment preferred.
• Candidate must meet DoDD 8140.01 (IAM-I) requirements.
• Secret clearance with SCI eligibility required.

Knowledge, Skills and Abilities:

• Exceptional customer service and relationship-building skills.
• Strong verbal and written communication abilities.
• Ability to effectively facilitate discussions between technical and non-technical stakeholders.
• Strong conflict resolution and problem-solving skills.
• Ability to manage multiple priorities and customer issues simultaneously.
• Experience coordinating escalations and driving issues to resolution.
• Knowledge of IT service management principles and customer support best practices.
• Experience analyzing customer feedback and recommending service improvements.
• Ability to coach, influence, and build partnerships across organizational boundaries.
• Familiarity with Agile methodologies and continuous improvement practices.

How you’ll grow

At Chenega MIOS, our professional development plan focuses on helping our team members at every level of their careers to identify and use their strengths to do their best work every day. From entry-level employees to senior leaders, we believe there’s always room to learn.

Benefits

At Chenega MIOS, we know that great people make a great organization. We value our team members and offer them a broad range of benefits.

Chenega MIOS’s culture

Our positive and supportive culture encourages our team members to do their best work every day. We celebrate individuals by recognizing their uniqueness and offering them the flexibility to make daily choices that can help them be healthy, centered, confident, and aware.

Corporate citizenship

Chenega MIOS is led by a purpose to make an impact that matters. This purpose defines who we are and extends to relationships with our clients, our team members, and our communities.

Estimated Salary/Wage

USD $74,300.00/Yr. Up to USD $80,000.00/Yr.