Customer Relations Manager
- Military veterans preferred
2019-08-07 General Dynamics Information Technology (www.gdit.com)
Arlington | Usa Virginia United States
Manages the activities of a contact center. Manages subordinate Supervisors (GDIT verbiage for job code).
The CRM will be the primary liaison between the customer and the provider for complaint management and resolution, including logging and following up on every issue ensuring satisfaction to the maximum extend possible.
Candidate should have the knowledge, management capabilities, experience, decision making, and customer service skills to ensure a positive and continued relationships.
CRM duties include but not limited to leading and motivating personnel to ensure they’re giving the best customer service possible, handling customer complaints and queries, providing a customer support matrix and ensuring staff is up to date on best practices that will ensure customer satisfaction.
Candidate should have excellent oral and written communication skills, excellent problem solving and analytical skills, excellent customer service skills and decision making abilities, excellent time management and relationship skills, ability to multitask and effectively manage multiple priorities, ability to represent the Air Force customer in a positive, confident and professional manner.
5+ years of related experience.
8-10 years of related customer service experience, including supervisory experience.
Excellent oral and written communication skills, excellent problem solving and analytical skills, excellent customer service skills and decision making abilities, excellent time management and relationship skills, ability to multitask and effectively manage multiple priorities, ability to represent the AF customer in a positive, confident and professional manner REQUIRED.
Minimum of 7 years of customer relations management related experience REQUIRED.
DoD Experience, Pentagon and AF experience highly desired.
For more than 50 years, General Dynamics Information Technology has served as a trusted provider of information technology, systems engineering, training and professional services to customers across federal, state, and local governments, and in the commercial sector. Over 40,000 GDIT professionals deliver enterprise solutions, manage mission-critical IT programs and provide mission support services worldwide. GDIT is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.
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Bachelors Degree in a related discipline, or the equivalent combination of education, technical certifications or training, or work experience.