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NEWS | April 25, 2012

Service for Comfort

By Staff Sgt. Katie Gieratz Joint Base Charleston Public Affairs

Customer service is a key component in every work center across Joint Base Charleston including the Civil Engineer Squadron Service Desk whose mission is front and center when there is a problem on Joint Base Charleston-S.C. that needs attention.

"There is a lot of confusion about what it is we actually do." says Staff Sgt. Sara Wade, 628th Civil Engineer Squadron Service Desk non commissioned officer in charge. "Our job is to process all requests for CES, such as electrical problems, pest control, heating ventilation and air conditioning needs for JB Charleston, while ensuring the appropriate contractor or CES shop gets the job done."

Civil Engineer technicians begin their career with a nine-week technical school at Sheppard Air Force Base, Texas, where they learn the basic breakdown of each shop in Air Force's Civil Engineer Squadrons. Once they have a basic understanding, they begin learning job specifics such as how to receive, process, track and direct work orders for CES customers.

The 628th CES customer service technicians are essential to everyday life and the mission at JB Charleston because they are responsible for ensuring day-to-day building and road maintenance are taken care of.

The service desk is also responsible for ensuring the appropriate awareness of power outages, providing permits for contractors and residents, maintaining event logs, damage status boards and reports, dispatching appropriate resources and maintaining personnel accountability and damage assessment teams.

The 628th CES is responsible for 13 shops on JB Charleston and in a typical year will process more than 10,000 work orders.

"We are the customer's voice," says Wade. "We ensure the appropriate craftsmen get the job done."