Details: Job Responsibilities:General Dynamics Information Technology is looking for a Customer Relationship Manager (CRM) to provide support to AFNIC for the AFNet Integration Support program. AFNIC requires a wide range of customer relationship expertise and support to assist AFNIC in maintaining an effective CRM team. As the CRM, job responsibilities will include, but not be limited to:• Developing metrics, provide trend analysis, generate reports and provide recommendations/solutions to resolve gaps/shortfalls from adversely affecting core services;• Providing help desk and call center type functions, IAW standard operating procedures and policies;• Answering phones, initiating customer request tickets, creating customer profiles, establishing project or case management folders, generating reports, tracking suspenses and providing input into the overall workload process/program;• Performing complex administrative and analytical tasks in support of the CRM program;• Performing a variety of administrative and analytical tasks in support of a contract program;• Develops plans, including budgets and schedules, and monitors tasks to meet contractual/project requirements for assigned program;• Participating in establishing and defining program plan requirements;• Participating in special projects as required; Required Education:BS or BA or four years of technical experience may be substituted for education requirements. Required Work Experience:Three to Five years in the development of performance/production measures. Customer Service representative experience required Other Desirable Requirements:Secret Clearance Preferred. As a minimum must be able to obtain and maintain a DoD security clearance. Interim Secret is acceptable.
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