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:

• Communicates clearly and effectively over the phone to support the EFAST2 filing public
• Builds technical expertise of EFAST2 system 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
• Escalates complex issues to senior specialists or government agencies as appropriate
• Utilizes software tools to efficiently manage calls, document interactions, and access relevant resources
• Demonstrates excellent attendance to ensure reliable support, particularly during periods of limited or single coverage

What you'll need to succeed:

• Education: High School Diploma or GED is required.
• Experience: A minimum of 1 year of relevant experience in call center operations, helpdesk support, or technical support (required).
• Security Clearance: Must be able to attain a Minimum Background Investigation (MBI) public trust clearance. This includes traveling to a U.S. Department of Labor-approved USAccess location for fingerprinting and issuance of a Personal Identity Verification (PIV) card.
• Typing proficiency with a minimum speed of 20 words per minute
• Experience with Microsoft Office tools, including Outlook, Word, Excel, and Teams
• Familiarity with Salesforce (or other CRM platforms) and knowledge base/content management systems (preferred)
• 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
• Work Location: Fully remote position. A reliable high-speed internet connection is required, and computer equipment will be provided by GDIT.
• Hours of Operation: Monday- Friday(8hr shift), 7:00 AM to 7:00 PM CT (8:00 AM to 8:00 PM ET) Flexibility in scheduling within these hours is strongly preferred.
• Eligibility: U.S. Citizenship is required.

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 $15.27 - $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.

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