Service Order Desk (SOD) Clerk

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/notify 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

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