Job Description

Are you a detailed-oriented individual who thrives in a fast-paced environment?

Do you have strong communication skills and enjoy working with diverse teams?

Are you a self-starter who is always looking for ways to improve processes or do things more efficiently?

Do you have experience with building strong relationships with clients?

And most importantly, do you enjoy working with creative teams of communications and design professionals?

If so, we are looking for someone like you to join our team!

Our Communications Department is seeking a Client Services Specialist to work within our Client and Event Services, and Project Management Section.

The best Client Services Specialists are individuals who possess a positive outlook and demonstrate active listening, flexibility, patience, and empathy. Successful Client Service Specialists are adept at advocating for their clients and effectively applying conflict resolution approaches.

JHU APL’s Communications Department is responsible for increasing and improving access to communications as well as sharing APL's impact both internally and externally. The Communications Department is home to approximately 160 staff who are responsible for visual and communications products ranging from classified technical papers to the design of conceptual displays and beyond. It’s a vibrant team of creatives who must be agile and responsive to the many needs of the Lab.

As a Client Services Specialist you will:

• Work closely with our clients to gather job requirements and submit job requests in our job management tool
• Track and update job requests from end to end and provide timely job status updates to our clients
• Process chargebacks for completed jobs in a timely and efficient manner

• Build strong relationships across the department and throughout APL
• Contribute to the department’s success by working closely with the Financial and Business Operations Group
• Provide operational services to the Communications Department
• Develop a thorough knowledge and understanding of the Communications Department, including types of work, unique needs, culture, and skill sets, and recommend initiatives that support and further department goals
• Process procurement card purchases
• Create and manage shared job folders and files

You meet our minimum qualifications for the job if you have:

• An associate’s degree or equivalent level of experience with a minimum of 3 years of relevant client service experience
• Proven ability to identify and resolve issues independently and collaboratively through the use of internal and external resources
• Initiative and persistence in identifying client needs, meeting quick turnaround demands, resolving problems with a sense of urgency, and demonstrating the capability to anticipate, prioritize, and expedite numerous tasks from multiple sources
• Ability to develop and assess alternative approaches and solve routine problems in a different, more efficient way
• Demonstrated critical-thinking skills and the ability to resolve conflict
• Experience in managing a high volume of incoming client requests
• Ability to identify and assess clients’ needs to achieve satisfaction
• Experience building sustainable relationships and trust with client accounts through open and interactive communication
• Ability to provide accurate, valid, and complete information by using the right methods/tools
• Experience in handling client complaints professionally and effectively
• Experience successfully providing appropriate solutions and alternatives to job obstacles within the job schedule
• Ability to take the extra mile to engage clients
• Excellent interpersonal, communication (written and verbal), and organizational skills
• Demonstrated advanced proficiency in use of Microsoft Office applications, including Outlook, Word, PowerPoint, and Excel
• Are able to obtain a Secret-level security clearance. If selected, you will be subject to a government security clearance investigation and must meet the requirements for access to classified information. Eligibility requirements include U.S. citizenship.

Why work at APL?

The Johns Hopkins University Applied Physics Laboratory (APL) brings world-class expertise to our nation’s most critical defense, security, space and science challenges. While we are dedicated to solving complex challenges and pioneering new technologies, what makes us truly outstanding is our culture. We offer a vibrant, welcoming atmosphere where you can bring your authentic self to work, continue to grow, and build strong connections with inspiring teammates.

At APL, we celebrate our differences and encourage creativity and bold, new ideas. Our employees enjoy generous benefits, including a robust education assistance program, unparalleled retirement contributions, and a healthy work/life balance. APL’s campus is located in the Baltimore-Washington metro area. Learn more about our career opportunities at http://www.jhuapl.edu/careers.

APL is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, creed, color, religion, sex, gender identity or expression, sexual orientation, national origin, age, physical or mental disability, genetic information, veteran status, occupation, marital or familial status, political opinion, personal appearance, or any other characteristic protected by applicable law.

APL is committed to promoting an innovative environment that embraces diversity, encourages creativity, and supports inclusion of new ideas. In doing so, we are committed to providing reasonable accommodation to individuals of all abilities, including those with disabilities. If you require a reasonable accommodation to participate in any part of the hiring process, please contact Accommodations@jhuapl.edu. Only by ensuring that everyone’s voice is heard are we empowered to be bold, do great things, and make the world a better place.

The referenced pay range is based on JHU APL’s good faith belief at the time of posting. Actual compensation may vary based on factors such as geographic location, work experience, market conditions, education/training and skill level with consideration for internal parity. For salaried employees scheduled to work less than 40 hours per week, annual salary will be prorated based on the number of hours worked. APL may offer bonuses or other forms of compensation per internal policy and/or contractual designation. Additional compensation may be provided in the form of a sign-on bonus, relocation benefits, locality allowance or discretionary payments for exceptional performance. APL provides eligible staff with a comprehensive benefits package including retirement plans, paid time off, medical, dental, vision, life insurance, short-term disability, long-term disability, flexible spending accounts, education assistance, and training and development. Applications are accepted on a rolling basis.

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