EFAST2 Customer Service Specialist II

GD Information Technology•Lawrence, KS

1d•$15 - $20•Remote

About The Position

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

Requirements

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. 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
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.

Nice To Haves

Familiarity with Salesforce (or other CRM platforms) and knowledge base/content management systems (preferred)

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