Customer Service Representative 1 for Phones

General Dynamics Information Technology

(Jacksonville, Florida)
Full Time Weekends
Job Posting Details
About General Dynamics Information Technology
As a trusted systems integrator for more than 50 years, General Dynamics Information Technology provides information technology (IT), systems engineering, professional services and simulation and training to customers in the defense, federal civilian government, health, homeland security, intelligence, state and local government and commercial sectors.
Summary
A Customer Service Representative I on the Debt Management and Collection System (DMCS) contract is expected to provide knowledgeable responses to telephone inquiries in a courteous and professional manner. A Customer Service Representative I is familiar with all resources available to successfully complete the work.
Responsibilities
* Provide knowledgeable responses to telephone inquiries in a courteous and professional manner * Maintain a current understanding of the processing procedures to respond to a variety of phone inquiries * Adhere to GDIT’s Culture of Responsibility policies as they relates to protecting personally identifiable information * Continually look for and suggest process improvements which will benefit GDIT and our customers (internal and external) * Maintain up-to-date knowledge of federal regulations and policies as they apply to student financial aid * Provide assistance for new and temporary employees as instructed * Utilize the feedback tool to give and receive constructive feedback on call quality and department tasks * Assist with correspondence unit tasks as requested * If assigned to correspondence, complete borrower credit bureau updates, form processing, and sorting * Support the implementation of new procedures and processes * Report operation problems that occur and assist with the resolution * Utilize databases and policy and procedure materials to look up and provide information to telephone inquiries * Adhere to and support departmental metrics and goals * Adhere to assigned work schedule * Maintain appropriate documentation of phone inquiries or correspondence tasks * Follow GDIT Mission and Values * Support contact center expectations as well as departmental and corporate policies and procedures * May be required to work scheduled holidays, overtime, and Saturdays * Perform other related duties as assigned * Regular and Predictable Attendance is Required
Ideal Candidate
**Education** High School diploma or GED required **Qualifications** * Minimum six months customer service or administrative or call center experience required * Must have demonstrated excellent interpersonal skills and the ability to organize simultaneous tasks * Must be able to type a minimum of 20 WPM * Proven ability to work as a member of a team is required * PC skills, including MS Office applications, required * Applicant will be required by contract to undergo program update training as student financial assistance programs change, as well as required GDIT employee training * Applicants must not be in default status on a federal student loan * Federal security clearance (through the DMCS contract) required **Working Conditions** The work is typically performed in an office environment, which requires proper safety and security precautions. To ensure our contact center production area is at minimal risk for unauthorized disclosure (that is, the release or divulgence of information by an entity to persons or organizations outside of that entity) of Personally Identifiable Information (PII) or Protected Health Information (PHI), the work environment operates under GDIT’s Culture of Responsibility (CoR) policies. The CoR policies limit or restrict personal belongings, electronic devices, or paper that can be brought into production areas.

Questions

Answered by on
This question has not been answered
Answered by on

There are no answered questions, sign up or login to ask a question

Want to see jobs that are matched to you?

DreamHire recommends you jobs that fit your
skills, experiences, career goals, and more.