Call Center Administrator

Job Summary

Amentum is seeking a Call Center Administrator to support our operations & maintenance team inside a pharmaceutical complex in Groton, CT!

• Typical work hours are 6:00am – 2:30pm; hours may vary based on business demand.

This position serves as the primary customer interface for service calls at our client’s facility.

Responsibilities Include:

• Primary point of contact for all site related service requests called in or entered by site personnel
• Inputs phone call, e-mail, or hard copy information into a Computerized Maintenance Management System (CMMS)
• Monitors and actions work order queues and assigns to correct scheduling group
• Coordinates some outside service calls with specific vendors
• Dispatches technicians to perform reactive maintenance work
• Enters work order information, sets priority, and forwards work order for further processing
• Maintains and updates records, reports, files and communication information
• Researches and answers all customer work order status inquiries
• Reviews, enters and tracks MRO purchasing requisitions
• Other duties as assigned by Management or Lead

• High School Diploma or demonstrated equivalent.
• One year of experience answering and routing incoming calls (business education may substitute year for year).
• Must be familiar with facilities equipment descriptors such as HVAC, plumbing, and electrical.
• Ability to obtain a security access badge at our client’s location.
• Must be willing to work overtime, holidays, various shifts, weekends, and alternative work schedules.
• This position may require a valid Driver’s License.
• Must be a United States citizen or permanent resident.
• This position does not include sponsorship for United States work authorization.

Physical Requirements:

• Some tasks will require repetitive wrist movement.
• Some tasks will require the ability to walk extensively throughout facilities during a workday.
• Requires ability to read and understand information contained in a variety of documents or displayed on a computer screen.
• Requires ability to use a variety of office equipment and to operate a computer keyboard to access data bases, to send/receive messages and to prepare documents.
• Requires ability to attend meetings throughout the site and potentially travel to other Amentum, customer and/or vendor locations in the area, as well as some air travel to more distant locations.
• Requires the ability to communicate with others on the telephone and in one-on-one or group discussions, meetings and presentations.
• Demonstrated fluency in computer use including the full Microsoft product line.
• Requires some moving of light to medium weight materials into desks, filing cabinets and other storage locations.
• Requires the ability to interact with all clients in a professional and friendly manner despite periods of stress.
• Wear steel toe safety shoes, safety glasses, gloves, hard hats and other Personal Protective Equipment as needed.
• Cope with demands (stressors) that are associated with the job and/or the work environment so that acceptable levels of performance and overall contribution are maintained.

• Experience using a Computerized Maintenance Management System (CMMS) such as EAMS, MAXIMO, or related database systems
• Accurate and efficient data entry, organizational and follow up skills
• Strong skills in Microsoft Office (Excel, PowerPoint, Word, and Outlook).
• Ability to learn new software and processes quickly
• Ability to manage and adhere to deadlines and scheduling requirements
• Ability to adjust and adapt to a constantly changing environment