Customer Service Representative II

Taku Health Services, LLC provides health operational capabilities and support across military, federal, and civilian sectors. The Customer Service Representative II independently handles moderately complex inquiries for the GSA Short-Term Rental Program, supports customers and vendors, resolves escalations and discrepancies, and provides guidance to 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
• Perform vendor verification
• Assist with billing and transaction discrepancies
• 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
• Strong analytical and problem-solving skills
• Demonstrated ability to manage multiple tasks in a dynamic operational environment
• 3-5 years of customer service, logistics, or call center experience
• 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
• Working knowledge consists of basic navigational, formatting and analysis skills
• Associate's degree preferred, equivalent experience acceptable
• Experience using federal vendor verification systems (SAM.gov, FPDS.gov) preferred
• Experience in rental cars, fleet management, or equipment rental environments preferred