Customer Service Representative III

Taku Health Services, LLC provides health operational capabilities across military, federal, and civilian environments. The Customer Service Representative III serves as a senior-level subject matter expert supporting daily call center operations for the GSA Short-Term Rental Program, responding to customer inquiries, resolving complex issues, conducting system research, and guiding entry-level representatives.

Responsibilities:

• Respond to telephone, e-mail, and other electronic communication requests (emails or other electronic “Chat” platforms) from Federal STR customers
• Perform routine tasks which require knowledge of GSA Fleet and STR procedures and rules. Provide simple vehicle leasing and rental information and appropriate information sheets and forms to current and potential fleet customers regarding services available, the procedures to follow, and where to obtain additional program information
• Respond to customer inquiries and assist with customer requests on a wide variety of available vehicles and/or equipment; familiarity with industry terminology and offerings as well as vehicle/equipment specifications needed
• Resolve complex customer and vendor issues and support escalations
• Provide upon request a listing of available vehicles/equipment with ceiling pricing and assist the customer with related factors such as length of trip, freight/passenger requirements, vehicle or equipment pickup/delivery and fuel card use
• Conduct detailed system research
• Assist leadership with quality control and performance improvement initiatives
• Provide operational guidance to entry-level representatives

Requirements:

• • Proficient in the use of Microsoft Office Suite, particularly Excel, Google Suite tools and must also be familiar with the Windows operating system
• • Working knowledge consists of basic navigational, formatting and analysis skills
• • Working technical knowledge of a wide variety of motor vehicles and rental equipment to include, but not limited to, aerial lifting, earth moving, forklifts, cranes, generators. This specifically includes familiarity with industry terminology and vehicle/equipment specifications and capabilities
• • Advanced proficiency in Microsoft Excel and data analysis
• • Strong analytical skills and problem resolution capabilities
• • Advanced experience researching billing and account issues preferably using STR-related systems
• • Strong written and verbal communication skills
• • Demonstrated ability to operate independently and adapt to evolving program requirements
• • Significant relevant experience may be substituted in lieu of formal education
• • 5-7 years of experience in logistics support, federal contract support, call center operations, or rental agency coordination
• Associate's degree preferred