Customer Service Representative - Facilities Operations & Maintenance.

M.C. Dean is Building Intelligence. We design, build, operate, and maintain cyber-physical solutions for the nation's most recognizable mission critical facilities, secure environments, complex infrastructure, and global enterprises. The company's capabilities include electrical, electronic security, telecommunications, life safety, automation and controls, audio visual, and IT systems. M.C. Dean is headquartered in Tysons, Virginia, and employs more than 5,800 professionals who engineer and deploy automated, secure, and resilient power and technology systems; and deliver the management platforms essential for long-term system sustainability.

Why join M.C. Dean? Our people are inspired by the way engineering and innovation enhance customer outcomes, improve lives, and change the world for the better. We are driven by our core values of agility, expertise, and trust.

Clearance Requirement: Applicants selected will be subject to a government security investigation and must meet eligibility requirements, including U.S. Citizenship, for access to classified information; Ability to obtain and maintain a Secret & HSPD-12 Clearance.

In this role, you will serve as a vital member of the onsite Helpdesk Call Center team, providing professional, responsive, and efficient support to customers and team members. Operating within a dynamic government facility, you will be responsible for managing incoming communications, coordinating service delivery and maintaining detailed records. You will work closely with Project Leadership and M.C. Dean's customer base to support the maintenance and operation of a multi-building campus.

• Operate the Call Center by answering incoming phone calls, responding to email inquiries, and managing customer communications.
• Create, update, and analyze work requests using the onsite Computerized Maintenance Management System (CMMS).
• Document interactions through trouble tickets, service orders, or account notes in web-based operational systems.
• Coordinate service delivery, including scheduling maintenance activities and troubleshooting support, with internal teams and external stakeholders.
• Follow up with customers to provide updates, resolve service issues, and confirm service order details.
• Provide information to customers about available services and generate service orders using online platforms.
• Escalate unresolved or complex issues to the appropriate technical staff and assist with scheduling onsite troubleshooting appointments.

Key Attributes:

• Personable, optimistic, and professional demeanor.
• Courteous and customer-service focused; goes above and beyond to support client needs.
• Demonstrates initiative, works well under pressure, and remains composed with challenging callers.
• Skilled in conflict de-escalation and resolution tactics.

Key Qualifications & Skills:

• Excellent written and oral communication skills.
• Ability to interact effectively and tactfully with a diverse range of individuals.
• High attention to detail and accuracy.
• Strong problem-solving abilities and the capacity to work independently.
• Excellent multitasking and organizational skills.
• Proficient in Microsoft Office Suite (Word, Excel, Outlook) and comfortable navigating customer portals and databases.
• Capable of tracking, organizing, and recalling detailed information efficiently.
• Experience using a CMMS preferred.
• Requires reliable attendance at customer site during work hours required by customer.
• Have reliable transportation for purposes of getting to and from work.

Education Requirements:

• Applicants selected will be subject to a government security investigation and must meet eligibility requirements, including U.S. Citizenship, for access to classified information; Ability to obtain and maintain a Secret & HSPD-12 Clearance.
• High school diploma or GED with a minimum of 3+ years of experience in a customer service/helpdesk-oriented role.

This job posting is intended to convey information essential to understanding the general nature and scope of the position. It is not intended to be an exhaustive list of duties, responsibilities, skills, or qualifications required. Additional tasks may be assigned as needed to support the organization's goals.

We offer an excellent benefits package including:

• A competitive salary
• Medical, dental, vision, life, and disability insurance
• Paid time off
• Tuition reimbursement
• 401k Retirement Plan
• Military Reserve pay offset
• Paid maternity leave

Abilities:

• Exposure to computer screens for an extended period of time.
• Sitting for extended periods of time.
• Reach by extending hands or arms in any direction.
• Have finger dexterity in order to manipulate objects with fingers rather than whole hands or arms, for example, using a keyboard.
• Listen to and understand information and ideas presented through spoken words and sentences.
• Communicate information and ideas in speaking so others will understand.
• Read and understand information and ideas presented in writing.
• Apply general rules to specific problems to produce answers that make sense.
• Identify and understand the speech of another person.