Job description
Panum Group is looking to hire a Case Management Specialist for an awarded contract with the Transportation Security Administration (TSA). This full-time position is located at the TSA Colorado Springs facility in Colorado Springs, CO. Qualified candidates must be able to pass Department of Homeland Security background checks to obtain a public trust clearance prior experience working within a Federal Agency is preferred.
Roles and Responsibilities
- Perform customer service tasks (e.g., answering telephone calls, typing, filing, scanning, faxing, copying, & correspondence management)
- Use Microsoft Office suite to perform job duties
- Use internet skills to perform searches and navigate within web sites and other legal research sites as required
- Perform security and/or background investigations
- Use effective oral communication skills to interact with all levels of the organization
- Apply effective listening, customer service, and problem resolution skills
- Courteously handle unsatisfied customers
- Responds to and diagnoses problems through discussion with users
- Ensures a timely process through which problems are controlled. Includes problem recognition, research, isolation, resolution, and follow-up steps
- Provides support to end users on a variety of issues
- Identifies, researches, and resolves various application delays or issues
- Responds to telephone calls, email, and personnel requests for TSA application support
- Documents, tracks, and monitors the problem to ensure a timely resolution
- Recommends systems modifications to reduce user problems
Minimum Qualifications
- A minimum of two years' experience in performing clerical and customer service tasks (e.g., answering telephone calls, typing, correspondence management, filing, scanning, faxing, and copying).
- Experience with the Microsoft Office suite to include Calendar/Outlook, PowerPoint, Word, Access and Excel.
- Internet skills - individuals should have the capability to do searches and understand how to navigate within web sites and other legal research sites if required.
- Experience in correspondence writing, demonstration of good spelling, grammar skills, and proven ability to write.
- Experience with security and/or background investigation desired.
- Effective oral communication skills with all levels within an organization.
- Effective listening, customer service, and problem resolution skills
- Follow guidelines on the proper handling of sensitive information of customers
- Be able to work independently and as part of a team.
- Have a high speed home Wi-Fi.
Panum Telecom LLC (dba Panum Group) Established in 1997, Panum Group provides unique expertise and innovative solutions that address federal customers’ greatest business and mission challenges. A culture of excellence through innovation and problem-solving has resulted in 100 percent growth in employees and revenue over the last three years. Panum provides program & project management, acquisition & contract management, business & strategy consulting and next generation information and communications technology services for more than 20 federal agencies. For more information, please visit www.panum.com.
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