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Job Title
Temporary Customer Service Rep - FSAIC
Job Profile
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. With approximately 24,000 professionals worldwide, the company delivers IT enterprise solutions, manages large-scale, mission-critical IT programs and provides mission support services. General Dynamics Information Technology is an Equal Employment Opportunity and Affirmative Action employer.
-Provide support via the telephone and/or Internet to respond to customer inquiries and resolve routine issues.
-Responds to inquiries received through phone, mail and/or face-to-face contact with customers and prospects about the company or customers products or services by following standard scripts and procedures.
-Uses a computer system to track questions and answers as well as enter orders.
-Responds to inquiries requiring a written response with the use of standard or form letters.
-Escalates more complex questions to more experienced Specialists.
-Participates in special projects as required.
• Maintain a current understanding of the FSAIC / FEBI Operations processing procedures to respond to numerous FSAIC inquiries.
• Provide knowledgeable responses to FSAIC inquiries in a courteous, timely and professional manner.
• Respond to FSAIC inquiries within the set departmental staffing and time parameters.
• Utilize databases and written materials to look up and provide information to FSAIC inquiries.
• Maintain appropriate documentation of FSAIC inquiries.
• Adhere to the Privacy Act as it relates to the confidentiality of information released
• Maintain up-to-date knowledge of Federal regulations and policies as they apply to student financial aid.
• Assist with side-by-side mentoring for new employees during training and after training as needed
• Continually look for and suggest process improvements, which will benefit Vangent and our customers (internal and external).
• Report problems that occur and assist with resolution.
• Perform other related duties as assigned.
• May be required to work some GDIT holidays. Overtime may be required
Requires a High School Diploma or GED.
-At least 6 months of related customer service, call center or help desk experience.
-High School diploma or equivalent required.
-Six months customer service /telemarketing/secretarial experience required.
-Previous experience with the FSAIC/FEBI Operations Contract is preferred.
-Must be able to speak English clearly and professionally.
-Must be able to type a minimum of 20 WPM, 30 WPM preferred.
-Ability to effectively work within established contractual turnaround times required.
-Must have demonstrated excellent interpersonal and leadership skills and the ability to organize simultaneous tasks.
-Proven ability to work as a team member is required.
-To work on the FSAIC/FEBI Operations Contract, employees may not have a Federal student loan appearing on the NSLDS database with an unresolved default status reported. This will be checked initially and monthly thereafter. Individuals with an unresolved default status reported will not be permitted to continue performing their assigned duties.
-All FSAIC / FEBI Operations personnel will be required by contract to undergo periodic program update training as student financial assistance programs change.
-Security Clearance Required.
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Location: USA-AZ-Phoenix |
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Posted on
Jan 26,2013 |
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