EFAST2 Customer Service Specialist II
United States of America
Full Time
1 hour ago
$15 - $27 USD
No H1B
Key skills
Call CenterCustomer ServiceTyping ProficiencyMicrosoft OfficeSalesforceCRMCommunicationCollaboration
About this role
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
Requirements:
- 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