[Remote] EFAST2 Customer Service Specialist II

Note: The job is a remote job and is open to candidates in USA. General Dynamics Information Technology is a global technology and professional services company that delivers consulting and mission services to U.S. government agencies. They are seeking a Customer Service Specialist II to provide expert customer service for the EFAST2 filing system, assisting employee benefit plan administrators with their filing needs.

Responsibilities

• 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

Skills

• High School Diploma or GED is required
• A minimum of 1 year of relevant experience in call center operations, helpdesk support, or technical support (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
• U.S. Citizenship is required
• Familiarity with Salesforce (or other CRM platforms) and knowledge base/content management systems
• Flexibility in scheduling within these hours is strongly preferred

Benefits

• 401K with company match
• Comprehensive health and wellness packages
• Professional growth opportunities including paid education and certifications
• Rest and recharge with paid vacation and holidays
• Variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave
• 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
• Short and long-term disability benefits
• Life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance

Company Overview