Service Order Desk Operator - Potawatomi Federal Solutions, LLC

Service Order Desk Operator

Location:  Ft. Leonard Wood, MO

Employment Status:  Full-Time Regular

FLSA Classification:   Non-Exempt Hourly - SCA

Position Summary:

1Prospect Technologies, LLC (a federal government contractor)is actively recruiting for a qualified Service Desk Dispatcher who will answer the Directorate of Public Works (DPW) Service Desk telephones, respond appropriately and ask questions for information concerning the callers needs based on propriety levels assigned by the Government. The employee will take actions needed based on the caller’s needs, document the call in the appropriate system and notify additional contractors of needed assistance for the caller. The employee operates this system for the DPW Service Order Desk for Fort Leonard Wood (FLW), Missouri and the Lake of the Ozarks Army Recreation Area (LORA).

Essential Duties & Responsibilities

•   Ensure that all DPW Customers are provided prompt and courteous service. During both normal duty hours and other-than-normal duty hours of operations, ensure that service order phones are answered within three (3) rings, and prior to the automated attendant system’s placing the caller into the queue, unless all service order clerks are assisting other service order customers. Calls which have been placed in the queue by the automated attendant system shall be answered immediately upon transfer to a clerk. 
•   Be familiar with all information and knowledgeable of all requirements, service order definitions and limitations; FLW real property inventory; GFEBS service order data entry and operations; DPW operations; DPW Base Maintenance Services Contractors’ operations and shop structures; and other pertinent information necessary to answer customer inquiries and accurately enter and assign service orders. 
•    Identify themselves as a contractor employee when answering the DPW Service Order Desk telephone, receiving calls on other Government telephone lines, and when sending or providing responses to emails.
•    Receive service calls via telephone system, e-mail, telephone facsimile, or from walk-in traffic. 
•    Notify appropriate contractor or utility personnel telephonically immediately upon receipt of emergency service orders and document the notification of the responsible party. 
•    Enter service orders into DPW’s GFEBS or ArMa requests that are determined to be valid within one hour of receipt, except for emergency (Priority 1) services orders which shall be entered immediately. 
•    Use any provided scripts and outlines for gathering information and prioritizing calls.
•    Assist with training new employees as needed
•    Flexibility in work hours based on needs of the contract as mission essential personnel (days, nights, weekends, holidays and inclement weather will be required).
•    Other duties as assigned

Education & Experience Requirements
EDUCATION:

•    Have a High School Diploma
•    Proficient with basic computer operations, including MS Office Suite
•    Basic ability to navigate and comprehend computer programs

EXPERIENCE:

•    No experience necessary but preferred

Working Conditions/Working Environment/Physical Demands

•    Day, night, weekend, and holiday workdays required depending on scheduling.
•    Some walking and standing required.  
•    You may have to lift and carry equipment (i.e., books, tools, files) weighing approximately 10-15 pounds.
•    Most of the work is performed indoors and at a desk.
•    Work in the occupation involves making repetitive motions more than 1/2 of the time
•    Must be able to stand, stoop, kneel and bend

1Prospect Technologies, LLC is an equal opportunity employer and is committed to providing a workplace free from harassment and discrimination. We celebrate the unique differences of our employees because that is what drives curiosity, innovation, and the success of our business. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, gender identity or expression, age, marital status, veteran status, disability status, pregnancy, parental status, genetic information, political affiliation, or any other status protected by the laws or regulations in the locations where we operate. Accommodations are available for applicants with disabilities.