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Lead Customer Service Representative (CSR)
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Full-time
- We are seeking a dynamic, mission centric leader to join our organization as a Lead Customer Service Representative (Lead CSR) in support of our NASA customer.
- Primary Responsibilities:Interface daily with AEGIS and NASA leadership, ensuring that our operation supports the needs of the various services provided.
- Build and maintain positive relationships with our NASA customers and the AEGIS PMO.Monitors the assessment of site operations/project issues and develops resolutions to meet productivity, quality, and client-satisfaction goals and objectives.
- Develop and implement innovative strategies that meet AEGIS business objectives while meeting or exceeding contractual service level agreements.
- Act as the primary point of contact for customer issues escalated through the Service Delivery Manager ensuring coordination through resolution with the Mission Operation Manager and ensure communication of issue closure to NASA. Identify opportunities to improve the day-to-day service delivery operations through continual service improvement and undertake projects that improve the overall delivery service across all NASA Centers.
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