EFAST2 Customer Service Specialist II

Type of Requisition:

Regular

Clearance Level Must Currently Possess:

None

Clearance Level Must Be Able to Obtain:

None

Public Trust/Other Required:

MBI Full 5C (T3)

Job Family:

Customer Service

Job Qualifications:

Skills:

Call Center, Customer Satisfaction, Customer Service, Microsoft Outlook, Telephone Communications

Certifications:

None

Experience:

1 + years of related experience

US Citizenship Required:

Yes

Job Description:

Customer Service Specialist II

Seize your opportunity to make a personal impact as a Customer Service Specialist II supporting ERISA Filing Acceptance System 2 (EFAST2), a system used for the submission, receipt, and processing of the Form 5500 Series Annual Return/Report. These forms must be filed each year for employee benefit plans to satisfy annual reporting requirements under the Employee Retirement Income Security Act (ERISA) and the Internal Revenue Code.

GDIT is your place to make meaningful contributions to challenging projects and grow a rewarding career. At GDIT, people are our differentiator. Our work depends on an EFAST2 Customer Service Specialist II joining our team to provide expert customer service to employee benefit plan administrators and others on behalf of the U.S. Department of Labor (DOL) and the Internal Revenue Service (IRS).

HOW A CUSTOMER SERVICE SPECIALIST II WILL MAKE AN IMPACT

• Consistently demonstrates effective telephone communications with the EFAST2 filing public
• Provides clear and concise information to EFAST2 callers
• Exhibits strong problem-solving capabilities with the EFAST2 filing public
• Works independently with accurate results that meet contractually required performance standards
• Receives and utilizes regular feedback from supervisors and quality team for continuous improvement
• Maintains positive attitude and works well under pressure
• Escalates complex questions to more experienced specialists and government agencies
• Uses software applications to receive calls, document questions and responses, and access resources
• Excellent attendance is required to provide consistent, reliable support during hours of limited coverage, including single coverage

WHAT YOU’LL NEED TO SUCCEED:

• Education: High School Diploma/GED
• Required Experience: 1+ years of related experience (call center or helpdesk)
• Security Clearance Level: Ability to attain Minimum Background Investigation (MBI) public trust clearance, including travel to a U.S. Department of Labor approved USAccess location for fingerprinting and PIV (Personal Identity Verification) card issuance
• Ability to demonstrate a minimum of 20 WPM typing speed
• Ability to communicate effectively in both written and verbal English, displaying professional phone demeanor and email etiquette
• Ability to acquire knowledge quickly through self-directed learning and individual training
• Ability to provide unscripted responses to effectively communicate information
• Excellent interpersonal and organizational skills
• Ability to collaborate and work as a member of a team
• Working experience with Microsoft Office, including Outlook, Word, Excel, and Teams
• Preferred Skills: Working experience with Salesforce (or other CRM) and a knowledge base or content management system
• Location: Remote or hybrid. Adequate and reliable internet connection is required. Computer to be supplied by GDIT.
• Must be able to obtain a MBI Public Trust Clearance
• Hours of Operation: Monday through Friday, 7:00 AM to 7:00 PM CT (8:00 AM to 8:00 PM ET), excluding federal holidays

GDIT IS YOUR PLACE:

• 401K with company match
• Comprehensive health and wellness packages
• Internal mobility team dedicated to helping you own your career
• Professional growth opportunities including paid education and certifications
• Cutting-edge technology you can learn from
• Rest and recharge with paid vacation and holidays

The likely hourly rate for this position is between $15.09 - $20.41. This is not, however, a guarantee of compensation or salary. Rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range.

Scheduled Weekly Hours:

40

Travel Required:

None

Telecommuting Options:

Remote

Work Location:

Any Location / Remote

Additional Work Locations:

Total Rewards at GDIT:

Our benefits package for all US-based employees includes a variety of medical plan options, some with Health Savings Accounts, dental plan options, a vision plan, and a 401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match. To encourage work/life balance, GDIT offers employees full flex work weeks where possible and a variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave. GDIT typically provides new employees with 15 days of paid leave per calendar year to be used for vacations, personal business, and illness and an additional 10 paid holidays per year. Paid leave and paid holidays are prorated based on the employee’s date of hire. The GDIT Paid Family Leave program provides a total of up to 160 hours of paid leave in a rolling 12 month period for eligible employees. To ensure our employees are able to protect their income, other offerings such as short and long-term disability benefits, life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance are provided or available. We regularly review our Total Rewards package to ensure our offerings are competitive and reflect what our employees have told us they value most.

We are GDIT. A global technology and professional services company that delivers consulting, technology and mission services to every major agency across the U.S. government, defense and intelligence community. Our 30,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation. We operate across 30 countries worldwide, offering leading capabilities in digital modernization, AI/ML, Cloud, Cyber and application development. Together with our clients, we strive to create a safer, smarter world by harnessing the power of deep expertise and advanced technology.

We connect people with the most impactful client missions, creating an unparalleled work experience that allows them to see their impact every day. We create opportunities for our people to lead and learn simultaneously. From securing our nation’s most sensitive systems, to enabling digital transformation and cloud adoption, our people are the ones who make change real.

Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans