Customer Service Specialist II

Type of Requisition: Regular

Clearance Level Must Currently Possess: None

Clearance Level Must Be Able to Obtain: None

Suitability: No Suitability Required

Public Trust/Other Required:

Job Family: Customer Service

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

Scheduled Weekly Hours: 40

Travel Required: None

Telecommuting Options: Telecommuting 100%

Work Location: USA NC Raleigh

Additional Work Locations:

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.

General Dynamics Information Technology