Customer Outreach Lead
Bureau of Engraving and Printing (Washington, D.C.)
On-Site / Full-Time
Pay: Starting $21.54
Position Overview
Leading Solutions is seeking a professional and customer-focused Customer Outreach Lead to support the Bureau of Engraving and Printing (BEP). This role is responsible for managing claimant communications, reviewing claim statuses, and providing timely, accurate responses regarding claims processed through the Bureau’s case management system. The ideal candidate is organized, detail-oriented, and committed to delivering outstanding customer service while supporting high-volume government operations.
Key Responsibilities
- Review and analyze claim status within the Salesforce Case Management System (CMS), including identifying current processing stages, outstanding issues, and required documentation needed for claim resolution.
- Respond to claimant inquiries through multiple communication channels, including email, phone, and written correspondence, in a professional and timely manner.
- Research claim files and supporting documentation within the CMS to prepare accurate and complete responses to claimants.
- Record and update all outreach activity, correspondence, and case notes within the CMS to maintain accurate records.
- Serve as a primary point of contact for customers seeking updates or clarification regarding claims.
- Escalate complex issues or unresolved cases to appropriate internal personnel when necessary.
- Maintain high standards of customer service, professionalism, and responsiveness in all interactions.
- Support workflow efficiency by managing multiple cases simultaneously while meeting deadlines and service expectations.
- Identify recurring claimant concerns and recommend process improvements to enhance communication and service delivery.
Required Qualifications
- High School Diploma or equivalent with a minimum of two (2) years of professional experience; or Bachelor’s degree from an accredited institution.
- Experience working in customer service, claims processing, call center, or administrative support environment.
- Experience using Salesforce or other case management/customer relationship management (CRM) systems.
- Experience supporting federal government contracts or agencies preferred.
- Strong verbal and written communication skills.
- Excellent customer service and interpersonal skills.
- Strong organizational and time management abilities.
- Ability to research, analyze, and communicate claim information clearly.
- High attention to detail and accuracy.
- Ability to work efficiently in a fast-paced environment.
- Proficiency in Microsoft Office Suite and case management systems.
Other Qualifications
- Frequent use of hands and arms; prolonged sitting may be required.
- Specific vision abilities: close vision, color vision, and focus adjustment
- Ability to interpret instructions involving multiple abstract and concrete variables.
Leading Solutions is committed to hiring and retaining a diverse workforce. We are proud to be an Equal Opportunity Employer. We are committed to ensuring a workplace free of discrimination based on race, color, religion, age, disability, genetic information, sex, sexual orientation, gender identity, or national origin, military or veteran status, and any other basis protected by applicable law.
Leading Solutions is a Service-Disabled Veteran-Owned Small Business (SDVOSB) and Woman-Owned Small Business (WOSB) headquartered in Kissimmee, Florida. The Company provides professional, technical, administrative, and healthcare services to Government and commercial clients. Leading Solutions customer-centric foundation ensures that our leadership and employees meet customer challenges and build trusting partnerships that lay the groundwork for success.