EFAST2 Customer Service Specialist III

General Dynamics Information Technology is a global technology and professional services company that delivers consulting, technology, and mission services to every major agency across the U.S. government. They are seeking a Customer Service Specialist III to provide expert customer service to employee benefit plan administrators regarding the EFAST2 filing process, ensuring accurate and timely support while fostering team development.

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