Queue Coordinator- TS/SCI w/ POLY

Customer Service Specialist II

Seize your opportunity to make a personal impact as a Customer Service Specialist I. GDIT is your place to make meaningful contributions to challenging projects and grow a rewarding career.

At GDIT, people are our differentiator. As a Customer Service Specialist I you will help ensure today is safe and tomorrow is smarter.

HOW A CUSTOMER SERVICE SPECIALIST I WILL MAKE AN IMPACT
● Provides support via the telephone and/or Internet to resolve routine issues and respond to customer inquiries
 

GDIT is looking for a Queue Coordinator who holds TS/SCI (poly preferred or must obtain) for a full time position, located in Annapolis Junction, MD.

Program overview

GDIT is the first point of contact for IT problem resolutions helping to increase user satisfaction, reduce resolution time, and consolidate and standardize remote and in-field customer support at the enterprise level. 

Essential job functions

• Takes and processes transactions by telephone, internet, and correspondence from customers and representatives.
• Enters and maintains database records of customer profiles and prepares and maintains status reports.
• Acts as liaison for customers.
• Maintains knowledge of company products and customer service processes. Performs proper vetting of customer requests, to ensure all required information is obtained.
• Routes customer requests to correct department and assigns them to the appropriate technician in a timely manner.
• Provides administrative support to technicians to ensure seamless service for the customer.

Qualifications:

*High School Diploma and 1+ yr related experience

*TS/SCI active clearance (Poly preferred or must obtain)

*Security+CE requirement

*9.1 requirement (ITIL, A+, HDI-CSR, MS 365 cert) or must obtain within 120 days of starting position

* Queue Management/Coordination experience is desired

* Day Shift 10am to 6pm

GDIT IS YOUR PLACE:
● 401K with company match
● Comprehensive health and wellness packages
● Internal mobility team dedicated to helping you own your career
● Professional growth opportunities including paid education and certifications
● Cutting-edge technology you can learn from