Customer Service Representative

Clearance Level
None
Category
Customer Service
Location
Lawrence, Kansas

REQ#: RQ56878

Travel Required: None
Public Trust: Other
Requisition Type: Regular

GDIT is looking for temporary customer service representatives to assist in the EFAST program with the Department of Labor during a peak call season in July. 

ERISA Filing Acceptance System 2 (EFAST2) is a system designed to simplify and expedite the submission, receipt, and processing of the Form 5500 series. These forms must be filed each year by employee benefit plans to satisfy annual reporting requirements under the Employee Retirement Income Security Act (ERISA) and the Internal Revenue Code.

The EFAST2 Contact Center provides phone assistance with general Form 5500 series questions, registration and use of the EFAST2 website, the online electronic filing process, filing status and errors, and software developer inquires.

** This job is a full-time, temporary position from 6/15/20 through 7/31/20. Hours of operation are 7a-7p CT. Must be able to work an 8-hour shift (plus 1/2 hour lunch break) during those times. ** 

Responsible:

  • Consistently demonstrates effective telephone communications with the EFAST2 filing public.
  • Provides clear and concise information to EFAST2 callers.
  • Exhibits strong problem-solving capabilities with the EFAST2 general filing public.
  • Works independently with accurate results.
  • Maintains positive attitude and works well under pressure.
  • Escalates complex questions to more experienced Specialists.
  • Uses a computer system to track questions and responses and to access informational resources.
  • Excellent attendance is required.

    Education

  • High school diploma or general education degree (GED) required

    Qualifications

    Required: 

  • Minimum 6 months of related customer service, call center, or help desk experience required
  • Ability to work an 8 hour shift (plus 1/2 hour lunch) during the hours of 7a-7p from 6/15 through 7/31 required. 
  • Computer experience required
  • Experience supporting web-based applications required
  • Ability to demonstrate a minimum of 20 WPM typing speed required
  • Ability to communicate effectively in both written and verbal English, displaying a professional phone demeanor and knowledge of email etiquette required 
  • Ability to effectively work within established contractual turnaround times. 

    Desired:

  • Excellent interpersonal and organizational skills.
  • Ability to work as a member of a team.
  • Working experience with Microsoft Office Suite (Excel, Word) preferred.   
  • Previous knowledge and working experience with EFAST2 preferred.
  • Previous knowledge and working experience with Siebel preferred.
  • Previous knowledge and working experience with Contact Center Knowledge bases or Content Management systems preferred.

    UNIQUE/ADDITIONAL REQUIREMENTS:

  • Successful background investigation and drug test required.

    WORKING CONDITIONS:

    The work is typically performed in an office environment, which requires proper safety and security precautions. To ensure our contact center production area is at minimal risk for unauthorized disclosure (that is, the release or divulgence of information by an entity to persons or organizations outside of that entity) of Personally Identifiable Information (PII) or Protected Health Information (PHI), the work environment operates under a Secure Floor Policy. The Secure Floor Policy limits or restricts personal belongings, electronic devices, or paper that can be brought into production areas.

    Work may require some physical effort in the handling of light materials, boxes, or equipment.

    The above job description is not intended to be, nor should it be construed as, exhaustive of all responsibilities, skills, efforts, or working conditions associated with this job.

    Requests for reasonable accommodations will be considered to enable individuals with disabilities to perform the principal (essential) functions of this job.

    For more than 50 years, General Dynamics Information Technology has served as a trusted provider of information technology, systems engineering, training and professional services to customers across federal, state, and local governments, and in the commercial sector. Over 40,000 GDIT professionals deliver enterprise solutions, manage mission-critical IT programs and provide mission support services worldwide. GDIT is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.

We are GDIT. The people supporting some of the most complex government, defense, and intelligence projects across the country. We deliver. Bringing the expertise needed to understand and advance critical missions. We transform. Shifting the ways clients invest in, integrate, and innovate technology solutions. We ensure today is safe and tomorrow is smarter. We are there. On the ground, beside our clients, in the lab, and everywhere in between. Offering the technology transformations, strategy, and mission services needed to get the job done.

GDIT is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.