Service Order Desk (SOD) Clerk
D2 Government Solutions, Fort Carson, CO, United States
D2 Government Solutions (D2GS) is seeking full-time Service Order Desk (SOD) Clerks to support DPW operations at Fort Carson, Colorado. SOD Clerks provide front-line customer service by phone, email, and in-person walk-in support; they triage requests, create and update service orders, and coordinate notifications with DPW service providers while maintaining accurate documentation in Government systems.
Responsibilities
Answer inbound customer calls and assist walk-in customers; collect needed information and provide clear guidance on next steps. Create, update, and close service requests/work orders in Government systems (ArMA and GFEBS) in real time (no batch processing). Classify requests by priority and type; route
otify the appropriate service providers and maintain required communications and documentation. Provide customers status updates and follow-up as required; maintain professional scripts/greetings and customer service standards. Document interactions thoroughly (date/time, point of contact details, summary of actions) and maintain accurate order notes and statuses. Support continuity of operations during contingencies (e.g., manual operations during system outage) and assist with backlog re-entry when systems return. Participate in required Government training and comply with installation access, ID badge, and security-related procedures. Qualifications
Customer service experience in a call center, service desk, dispatch, or work control environment. Ability to work rotating shifts in a 24/7 operation (including nights, weekends, and Federal holidays as scheduled). Strong typing/data entry skills and attention to detail; ability to accurately capture information and maintain records. Ability to prioritize multiple requests, remain calm during emergency/urgent calls, and follow established procedures. Strong verbal and written communication skills; professional phone etiquette. Compliance / Access Requirements
CAC: Yes (installation access and Government system use are required) Security Clearance: CAC eligibility requirements apply; background screening includes, at minimum, a favorably adjudicated NACI or equivalent/higher investigation prior to CAC issuance (per Government access rules). U.S. Citizenship Required: Not specified in the PWS; candidate must meet all Government installation access and CAC sponsorship requirements. Computer Systems Experience: ArMA, GFEBS (user-level), basic telephony/call-queue systems as applicable, ALMS/ATCTS for required training completion About D2 Government Solutions
D2GS is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or national origin. Visit us on the web to learn more.
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Answer inbound customer calls and assist walk-in customers; collect needed information and provide clear guidance on next steps. Create, update, and close service requests/work orders in Government systems (ArMA and GFEBS) in real time (no batch processing). Classify requests by priority and type; route
otify the appropriate service providers and maintain required communications and documentation. Provide customers status updates and follow-up as required; maintain professional scripts/greetings and customer service standards. Document interactions thoroughly (date/time, point of contact details, summary of actions) and maintain accurate order notes and statuses. Support continuity of operations during contingencies (e.g., manual operations during system outage) and assist with backlog re-entry when systems return. Participate in required Government training and comply with installation access, ID badge, and security-related procedures. Qualifications
Customer service experience in a call center, service desk, dispatch, or work control environment. Ability to work rotating shifts in a 24/7 operation (including nights, weekends, and Federal holidays as scheduled). Strong typing/data entry skills and attention to detail; ability to accurately capture information and maintain records. Ability to prioritize multiple requests, remain calm during emergency/urgent calls, and follow established procedures. Strong verbal and written communication skills; professional phone etiquette. Compliance / Access Requirements
CAC: Yes (installation access and Government system use are required) Security Clearance: CAC eligibility requirements apply; background screening includes, at minimum, a favorably adjudicated NACI or equivalent/higher investigation prior to CAC issuance (per Government access rules). U.S. Citizenship Required: Not specified in the PWS; candidate must meet all Government installation access and CAC sponsorship requirements. Computer Systems Experience: ArMA, GFEBS (user-level), basic telephony/call-queue systems as applicable, ALMS/ATCTS for required training completion About D2 Government Solutions
D2GS is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or national origin. Visit us on the web to learn more.
#J-18808-Ljbffr