Customer Service Coordinator (Media Center)

Fully Remote-United States

Job Type

Full-time

Description

Overview

Tanaq Management Services (TMS) delivers professional, scientific, and technical services and information technology (IT) solutions to federal agencies in the health, agriculture, technology, and other government services. TMS is a subsidiary of the St. George Tanaq Corporation, an Alaskan Native Corporation (ANC) committed to serving Federal customers while also giving back to the Tanaq native community and shareholders.

About The Role

We are seeking a Customer Service Coordinator to support a State and Community Health Media Center. The Media Center is a web-based application and online repository of advertising and marketing materials related to nutrition, physical activity, obesity prevention, and other chronic disease prevention topics. The Media Center serves public health professionals nationwide and other federal programs.

This position will support daily operations of the Media Center by managing user requests, processing asset orders, maintaining user accounts, coordinating talent and use agreements, and managing digital assets within the Media Center database and web application. The Customer Service Coordinator will ensure high user satisfaction while maintaining compliance with federal requirements and existing Standard Operating Procedures (SOPs).

This position is remote within the United States. Limited travel may be required to attend 2-3 in person meetings at our client's site. This position is contingent upon contract award.

Responsibilities

• Serve as the primary point of contact for Media Center users
• Manage and process all user requests, including: 1. Reviewing and approving new user accounts; 2. Conducting annual user account reviews; 3. Processing asset orders (ads, materials, photos); 4. Managing general inquiries via the Media Center email box
• Provide consultation and technical assistance to users on selecting and ordering assets.
• Check for applicable talent and use fees prior to fulfilling orders and advise users accordingly.
• Coordinate production services to create or adapt assets, including graphic support, tagging, dubbing, voiceovers, editing, formatting, and delivery of final media products.
• Coordinate translation of assets and work
• Maintain and manage a secure FTP site for asset file transfers.
• Maintain secure and accurate records of agreements, asset distribution, contact information, and related documentation.
• Ensure timely processing of all requests in accordance with established service standards.
• Identify prospective assets aligned with DNPAO health topics for review and potential inclusion in the Media Center.
• Support the Steering Committee review process for asset inclusion.
• Communicate with submitting organizations regarding file acquisition and required documentation.
• Acquire master and/or native files of approved assets and coordinate negotiation of talent, music, and use rights transfers.
• Upload and manage assets within the Media Center database and web application.
• Conduct annual reviews of talent, music, and use documentation to ensure continued authorization.
• Notify users at least 30 days before asset use agreements expire and request feedback and evaluation data.
• Conduct archiving processes to remove outdated, expired, or inappropriate assets from the Media Center.

Requirements

Required Skills and Experience

• Minimum 2 years of experience in customer service coordination, digital asset management, communications operations, or contract support.
• Experience supporting federal contracts, preferably with CDC, HHS, or other federal agencies.
• Experience managing web-based systems, databases, or web applications.
• Experience in database and record management.
• Experience providing helpdesk support.
• Strong organizational and documentation skills with attention to detail.
• Ability to manage multiple concurrent requests in a fast-paced environment.
• Experience coordinating licensing, talent releases, or intellectual property documentation preferred.
• Strong written and oral communication skills.
• Proficiency in MS Office Suite (Word, Excel, PowerPoint, Outlook) and digital tracking systems.
• Working knowledge of Digital File Management and media files (MP4, PDF, MOV,etc) preferred.
• Ability to work independently and escalate issues appropriately.
• Ability to pass required Federal background screening, obtain and maintain government clearance.
• Must be legally authorized to work in the United States without the need for employer sponsorship, now or at any time in the future.

Education and Training

• Bachelor's Degree in public health, communications, marketing, business administration, or related field.

Physical Requirements

• Prolonged periods of sitting at a desk and working on a computer. May need to lift up to 25 pounds occasionally.

Who We Are

Tanaq Management Services (TMS) strives to deeply understand and analyze our clients' vision, needs, and requirements so we may provide alternative solutions, empowering them to choose the best resolution. We aim to achieve excellence by delivering on our commitments to our clients, employees, and partners.

Our Commitment to Non-Discrimination

Tanaq Management Services is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to disability, status as a protected veteran or any other status protected by applicable federal, state, or local law. Tanaq complies with the Drug-free Workplace Act of 1988 and E-Verify.

If you are an individual with a disability and need assistance completing any part of the application process, please email [email protected] to request a reasonable accommodation. This email is for accommodation requests only and cannot be used to inquire about the status of applications.

Notice on Candidate AI Usage

Tanaq is committed to ensuring a fair and competitive interview process for all candidates based on their experience, skills and education. To ensure the integrity of the interview process, the use of artificial intelligence (AI) tools to generate or assist with responses during phone, in person and virtual interviews is not allowed. However, candidates who require a reasonable accommodation that may involve AI are required to contact us prior to their interview at [email protected].

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