EFAST2 Customer Service Specialist III

General Dynamics Information Technology is a global technology and professional services company that delivers consulting, technology, and mission services. They are seeking an EFAST2 Customer Service Specialist III to provide expert customer service to employee benefit plan administrators on behalf of the U.S. Department of Labor and the Internal Revenue Service.

Responsibilities:

• Communicates clearly and effectively over the phone to support the EFAST2 filing public
• Builds technical expertise of EFAST2 system and utilizes strong problem-solving capabilities 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
• Serves as a resource to less experienced Specialists by receiving, evaluating, and resolving complex inquiries
• Provides guidance and troubleshooting support to address challenging issues and ensures timely and effective resolution while fostering skill development among team members
• Utilizes software tools to efficiently manage calls, document interactions, and access relevant resources
• Participates in the training and development of new Customer Service Representatives (CSRs) by reviewing training materials and participating in occasional training activities as requested
• Offers additional support to the Supervisor as needed, contributing to projects, tasks, and initiatives that enhance team functionality and align with organizational goals
• 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 5 years of EFAST2 experience is 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
• Familiarity with Salesforce (or other CRM platforms) and knowledge base/content management systems
• Flexibility in scheduling within the hours of operation (Monday through Friday, 7:00 AM to 7:00 PM CT)