Customer Service Specialist

Customer Service Specialist - Service Order Dispatcher (SCA) Status: Full-time, Onsite Location: Oak Ridge, TN Schedule: Monday – Friday, 07:00 – 4:00 pm or 8:00 am – 5:00 pm Travel: Minimal, less than 5% Note: All candidates must pass a background check and be capable of obtaining an uncleared PIV card from the US Department of Energy. This position is subject to the Service Contract Act, wage determination 2015-4643, revision 28 dated 6/4/2025, job code 01320. Veterans First Initiative, LLC (VFI) is an IT Solutions and Services Integrator that delivers Network, Unified Communications, Information Technology, and Cybersecurity Engineering and Infrastructure Solutions on a global scale. VFI is certified by the US Small Business Administration (SBA) as a Service-Disabled Veteran-Owned Small Business (SDVOSB). VFI seeks experienced professional Customer Service Center (CSC) Dispatchers to support the Oak Ridge Federal - Integrated Communications Network (ORF-ICN) on the Oak Ridge Reservation (ORR). The ORF-ICN provides telecommunications services to the US Department of Energy (DOE), its onsite Contractors, and other Government agencies on the ORR. The Customer Service Center (CSC) is the primary customer focal point and the CSC Dispatcher is responsible for receiving and processing Service Order (SO) requests, answering trouble calls, initiating, tracking, and closing Trouble Tickets (TT), coordinating field services dispatches to customer/end user sites, collecting accounting information for billing, and entering data into the Government’s Telecommunications Management System (TMS). This position is subject to the Service Contract Labor Standards (SCLS) Service Contract Act (SCA) and is designated under job title, “Service Order Dispatcher” Job code 01320. The ‘PCR 360’ TMS currently in use on the ORR is manufactured by Professional Computing Resources, Inc. (PCR). The TMS is used to track work activity and manage and maintain a wide variety of the Government’s assets on the ORR: multiple Private Branch Exchange (PBX) Telephone systems, IP-based telephone systems, E911 systems, Outside Cable Plant (OSP) facilities, and Inside Plant (ISP) cable distribution systems and equipment. Managing and maintaining data integrity within the PCR 360 TMS platform is of the utmost importance. CSC Dispatcher Duties and Responsibilities : Receive and support Service Order requests (SO) and Trouble Tickets (TT) from start to finish. Receive SO requests and trouble calls from users concerning equipment and/or services, record the information in the TMS, and dispatch technical personnel to perform the work and/or resolve issue(s). Follow up with users to ensure work was performed and/or services were fully restored to users’ satisfaction. Support and maintain data integrity within the TMS by performing follow-up quality reviews of work requests, trouble tickets, and other recorded incidents. Ensure call detail records are maintained to the individual number, including E-911 ANI/ALI information. Provide audio conferencing support, to include the scheduling of conference bridge sessions on behalf of users, through the government-furnished conferencing software. Assist end users as needed for calls that go beyond the local calling rate area and capture billing data. Perform ‘Emergency Call Trace’ upon request by authorized personnel. Produce TMS recurring and ad-hoc billing and ‘call detail’ reports. Adhere to the established DOE Cybersecurity program and other standards and programs currently in force on the ORR. Evaluate, suggest, and support initiatives designed to improve TMS functionality and/or work process efficiency. Required Qualifications: Two years of experience in a call center, office, or other professional environment with defined work processes designed to support customer/end user requests and requirements. Telecommunications Lifecycle Knowledge: An understanding of voice and data telecommunications and IT environments. Strong communication skills (oral and written), strong interpersonal and organizational skills, and a consistently professional demeanor. Strong time management skills, with the ability to take ownership and complete assigned tasks. Desired Qualifications: Successful candidates should be detail oriented, with strong problem-solving skills and the ability to anticipate and provide solutions that result in improved customer service. Open to the implementation of new technologies and initiatives to improve work efficiency, speed of service, and customer satisfaction. Experience with telecommunications billing and carrier invoice reconciliation. Knowledge of and experience with: TMS and/or IT Management System documentation and organization. Industry best practices, including application and network security. Potential for Telework: Based on customer needs. VFI offers competitive compensation, comprehensive benefits packages including medical, dental, vision, employer paid life, short-term, and long-term disability insurance, retirement plans with employer contributions, paid time off, holidays, opportunity for advancement, and a respectful and collaborative work environment. Application Instructions: Please apply on our website at: www.vetfi.com/careers . VFI is an equal opportunity employer and makes employment decisions without regard to race, religion, national origin, color, gender/gender identity, sexual orientation, disability or protected veteran status.