Efast2 Customer Service Specialist III - Remote Eligible

Customer Service Specialist III

Seize your opportunity to make a personal impact as a Customer Service Specialist III 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 and utilizes strong problem-solving capabilities 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
• Serves as a resource to less experienced Specialists by receiving, evaluating, and resolving complex inquiries
• Provides guidance and troubleshooting support to address challenging issues and ensures timely and effective resolution while fostering skill development among team members
• Utilizes software tools to efficiently manage calls, document interactions, and access relevant resources
• Participates in the training and development of new Customer Service Representatives (CSRs) by reviewing training materials and participating in occasional training activities as requested
• Offers additional support to the Supervisor as needed, contributing to projects, tasks, and initiatives that enhance team functionality and align with organizational goals.
• 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 5 years of EFAST2 experience is 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 through Friday (8-hour shift) between the hours of 7:00 AM to 7:00 PM CT (8:00 AM to 8:00 PM ET), excluding federal holidays. Flexibility in scheduling within these hours is strongly preferred.
• Eligibility: U.S. Citizenship is required.