Education & Training Customer Service / Administrative Support

GD Resources

Lexington, MA, USA

Published: 6/14/2022

Full Time

Job Description

Job DescriptionPosition Overview

Seeking a dedicated Customer Service & Administrative Support Specialist to provide front‑line support for the Education & Training Center (E&TC) at Hanscom AFB. This role will blend prompt, professional customer service with comprehensive administrative oversight in support of internal DoD programs.

Key Responsibilities1. Customer Service Support

Respond courteously to inquiries via email, phone, mail, or in-person within 8 business hours; support walk-ins within 10 minutes.
Handle mail pickup/delivery to/from the Official Mail Center when OMC services are unavailable.
Support voluntary education and training programs—answer inquiries, schedule counseling and training sessions, and manage resource materials (e.g. CLEP, DANTES guides).

2. Administrative Function Support

Execute administrative procedures to support E&TC operations, and liaise with on-site DAU and AFIT/LS personnel.
Ensure that all contract-generated records remain government property, accessible throughout and at contract conclusion.

3. Correspondence & Suspense Management

Prepare official correspondence and reports using base-approved formats; meet all suspense deadlines set by the government, MAJCOM, and base leadership. Establish a tracking system for suspense management and maintain easily auditable centralized files.

4. Reply Coordination

Draft coordinated responses to action lines, surveys, command inquiries, MAJCOM reports, and congressional requests within two workdays of receipt, pending government approval.

5. Publications & Surveys

Annually review and support updates of E&TC publications.
Analyze customer satisfaction surveys monthly; deliver a consolidated quarterly survey report with actionable feedback.

6. Resource Center Maintenance

Oversee a customer self-service resource center stocked with educational catalogs, training program info, financial aid, and exam materials.

7. Records Management

Serve as Records Custodian; maintain files per AFI 33‑322, AFMAN 33‑326, and Tongue & Quill standards. Manage both physical and digital records, non‑FOIA requests, and collaborate with COR and Records Manager.

8. Continuity Planning & Reporting

Develop continuity folders for major processes, including descriptions, flowcharts, procedures, and POCs.
Submit quarterly workload reports detailing task volumes against PWS metrics.

9. Classroom Coordination

Schedule classroom usage via SharePoint; resolve conflicts, post weekly calendars, conduct pre-/post‑classroom inspections, and assist with instructor setup and cleanup.

10. Facilities & Supply Coordination

Function as the E&TC Facility Manager interface with Civil Engineering; coordinate building services, inclement weather protocols, and safety compliance per relevant Air Force standards.
Prepare work orders via NexGen and maintain summary status reports.
Manage supply requests, vendor research, inventory control, and coordination of unfunded requisition submissions.

Qualifications & Requirements

Education: High school diploma or equivalent required; bachelor’s degree preferred.
Experience: Background in customer service or administrative support, ideally within DoD, education, or training environments.
Technical Skills: Proficiency in Microsoft Office, SharePoint, and official Air Force formatting protocols. Records management experience is a plus.

Why This Role Matters

This position ensures the seamless operation of E&TC services at Hanscom AFB—supporting customer interactions, program scheduling, records administration, and facility coordination. If you're detail-oriented, responsive, and dedicated to excellence in service delivery, this role offers a meaningful contribution to our mission.

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