Note: The job is a remote job and is open to candidates in USA. General Dynamics Information Technology is a global technology and professional services company that delivers consulting and mission services to U.S. government agencies. They are seeking a Customer Service Specialist II to provide expert customer service for the EFAST2 filing system, assisting employee benefit plan administrators with their filing needs.
Responsibilities
- Communicates clearly and effectively over the phone to support the EFAST2 filing public
- Builds technical expertise of EFAST2 system to troubleshoot and resolve problems for the EFAST2 filing public
- Delivers accurate, high-quality results independently while consistently meeting contract performance standards
- Actively incorporates feedback to enhance performance and continuously improve service delivery
- Maintains a positive attitude and performs effectively under pressure
- Escalates complex issues to senior specialists or government agencies as appropriate
- Utilizes software tools to efficiently manage calls, document interactions, and access relevant resources
- Demonstrates excellent attendance to ensure reliable support, particularly during periods of limited or single coverage
Skills
- High School Diploma or GED is required
- A minimum of 1 year of relevant experience in call center operations, helpdesk support, or technical support (required)
- Must be able to attain a Minimum Background Investigation (MBI) public trust clearance
- Typing proficiency with a minimum speed of 20 words per minute
- Experience with Microsoft Office tools, including Outlook, Word, Excel, and Teams
- Strong verbal and written communication skills in English, with a professional phone etiquette and excellent email communication abilities
- Ability to deliver unscripted, clear, and effective responses to address inquiries and share information
- Exceptional interpersonal and organizational skills, enabling collaboration and efficient task management
- Ability to acquire new knowledge quickly through self-directed learning and training
- Proven ability to work independently as part of a team
- U.S. Citizenship is required
- Familiarity with Salesforce (or other CRM platforms) and knowledge base/content management systems
- Flexibility in scheduling within these hours is strongly preferred
Benefits
- 401K with company match
- Comprehensive health and wellness packages
- Professional growth opportunities including paid education and certifications
- Rest and recharge with paid vacation and holidays
- Variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave
- GDIT Paid Family Leave program provides a total of up to 160 hours of paid leave in a rolling 12 month period for eligible employees
- Short and long-term disability benefits
- Life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance
Company Overview
General Dynamics Information Technology is an IT consulting company that specializes in cyber security, AI, and quantum computing. It is a sub-organization of General Dynamics. It was founded in 1999, and is headquartered in Falls Church, Virginia, USA, with a workforce of 10001+ employees. Its website is https://www.gdit.com/.