Customer Service Support

Customer Service Support
Place of Performance: Clay Kaserne, Wiesbaden, Germany

General Description:

Customer Service Support shall provide services in support of the USAG Wiesbaden Customer Service programs.

Specific Tasks:

• Voice of the Customer (VOC): Provide support for the Interactive Customer Evaluation (ICE) program and “Commander’s Hotline” in accordance with the USAG Wiesbaden Voice of the Customer SOP.

1. Forward and track 100% of unresolved ICE comments to the ICE Site Service Provider Managers across the garrison within 24 hours of receipt. For comments received after 1645 hours, you shall forward and track by close of business the next business day.
2. Input all hardcopy comment cards into the ICE system by close of business the next business day after receipt from the ICE Site Service Provider Managers or collection from the Plans Analysis and Integration (PAI) inbox in building 3340 on Clay Kaserne.
3. Collect and analyze data on a daily basis from the ICE website by using provided Excel Spreadsheets and analytical software set up in PowerBI or other analytical software as technology develops. Create an overview including number of comment cards submitted, and overall satisfaction rate by the end of the (3^rd) third week.
4. Perform the tasks identified in the annual ICE Marketing Plan. Provide the plan within 15 days.
5. Conduct initial ICE training for new ICE Site Service Provider Managers and new supervisors within four (4) weeks of their nomination. Maintain provided training material and update the training material in accordance with Army, IMCOM and garrison ICE policies.
6. Track and respond to customer feedback from all other sources, and the Commander’s Hotline with in 24hrs with at least an acknowledgement of the comment, this is in accordance with the Commander’s Hotline SOP.

• Customer Service Area Standardization: Perform below tasks in accordance with Enclosure 1 of the IMCOM Policy Memorandum 5-2 “IMCOM Service Culture Initiative”

1. Operationalize the Service Culture Campaign by performing the tasks assigned to the garrisons, to include coordinating and scheduling projects among Government personnel. Coordinate with Service Providers to ensure that offices and customer areas meet standardization requirements. Provide a list of required materials to the COR and coordinate production and mounting.
2. Draft and submit for COR approval a Standard Operating Procedure (SOP) for the Customer Service Area Standardization Initiative, including business rules, by 30 SEP and provide updates by 30 April.

• Awards: Provide support for the USAG Wiesbaden Award program in accordance with IMCOM Policy Memorandum.

1. Coordinate with directorates, prepare award documentation, and facilitate the monthly presentation of the Customer Service Award Tour in coordination with the COR and in accordance with the USAG Wiesbaden Customer Service SOP.
2. Facilitate the quarterly processes for the USAG Wiesbaden Workforce Engagement Awards in accordance with the USAG Wiesbaden Workforce Engagement Award SOP.
3. Prepare and facilitate the quarterly All Hands event and other award presentation events and support the administration of awards presented in these events in accordance with USAG Wiesbaden Workforce Engagement Award SOP.

• Process Improvement:

1. Review processes and suggest process improvements within garrison directorates to increase efficiency and effectiveness by incorporating the ‘Voice of the Customer’.
2. Create, submit to COR for approval, and conduct hardcopy and online surveys to identify areas for process improvement within 10 calendar days after COR request.

• Program and Project Documentation: Draft and maintain documentation to include Standard Operating Procedures (SOP), Progress Reports, briefings, information papers, and all required Government forms for projects, programs and initiatives using and applying Microsoft 365 apps and other software provided by the Government.
• Program and Project Supplies: Conduct twice a year May/June and November/December) an inventory on supplies required to support programs and projects related to this PWS and submit supply order requests at the end of each inventory to the COR.
• Meetings, Conferences, and Briefings: Facilitate and participate in meetings as needed with Government representatives to coordinate program and project status, updates, and overall program performance IAW PWS. Schedule and make arrangements for meetings, research and secure requested information, and research, compile and proof various reports and studies IAW programs and projects.
• Shall provide incidental services at different USAG-Wiesbaden installations, to include but not limited to Hainerberg, Mainz Kastel, Finthen, Crestview, and Aukamm.

Qualifications:

• Bachelor’s Degree in Business, Human Resources, or education.
• Three (3) years of experience performing Customer Service Program Management in English, Process Improvement, and Project Management OR demonstrate six (6) years of experience relevant to performing Customer Service program Management, Process Improvement, Project Management And analytics. At least three (3) years of this relevant experience must have been gained in an English-speaking environment.
• Shall meet Level III English proficiency levels in reading, speaking, and writing.
• Must be able to occasionally lift and carry items weighing up to 25 pounds.