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:

None

Job Family:

Customer Service

Job Qualifications:

Skills:

Answering Telephones, Call Center, Customer Satisfaction, Inbound Calls

Certifications:

None

Experience:

1 + years of related experience

US Citizenship Required:

No

Job Description:

Job Description
Are you an excellent problem solver? Are you passionate about people? Do you exhibit grace under pressure?

If so, a Customer Service Representative II position with General Dynamics may be perfect for you and we invite you to apply to join our rapidly growing team of contact center professionals in Raleigh, NC!

As a Customer Service Representative II with General Dynamics Information Technology, you will utilize your root cause analysis and problem solving skills to manage inbound calls to support our contract with the North Carolina Medicaid Management Information System. If you enjoy helping others, you will find this role to be both challenging and rewarding.

A DAY IN THE LIFE OF A CUSTOMER SERVICE REPRESENTATIVE

On any given day, you may:

• Answer incoming phone calls on behalf of client; provide accurate and appropriate information to callers

• Assist customers by researching issues, exploring answers, and providing information and alternative solutions

• Place outbound customer service or customer satisfaction calls, as required by client

• Complete call guides; gather and verify required information

• Attend telephone skills and program information training sessions; adhere to established levels of service

• Adhere to established customer service and documentation standards within required time frames

• Adhere to contact center scheduling, ensures telephone coverage during contact center hours of operation

• Process transactions by telephone, internet, and correspondence from customers and representatives

• Update and maintain database records of customer profiles and prepare and maintain status reports

• Perform clerical or administrative duties as assigned

Well-qualified candidates are:

• Customer focused with a commitment to client satisfaction

• Goal oriented high performers

• Able and willing to work shifts as needed during our hours of operation (Monday-Friday, 8 am - 5 pm)

• Able to closely adhere to a designated work schedule

• Able to deliver thorough information within agreed upon call handle times

Basic Qualifications

• High school diploma or equivalent

• One or more years of related experience

• Experience working with fax machines, computer software, and telephone technology

• Ability to pass a criminal background check, drug screening

• Must be a US Citizen

Preferred Qualifications

• 2 or more years of call center experience HIGHLY preferred

Additional Job Description
This position requires being fully vaccinated against COVID-19 by January 18, 2022 or the start date, if after January 18. Individuals who work in or reside in Florida, Montana, Tennessee, Texas, or work outside of the United States may be excluded from this requirement.

We are GDIT. The people supporting some of the most complex government, defense, and intelligence projects across the country. We deliver. Bringing the expertise needed to understand and advance critical missions. We transform. Shifting the ways clients invest in, integrate, and innovate technology solutions. We ensure today is safe and tomorrow is smarter. We are there. On the ground, beside our clients, in the lab, and everywhere in between. Offering the technology transformations, strategy, and mission services needed to get the job done.

GDIT is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.

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

T elecommuting Options:

Hybrid

Work Location:

USA NC Raleigh

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. 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 50 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.Join our Talent Community to stay up to date on our career opportunities and events at

gdit.com/tc .

Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans