Customer Service Associate

Customer Service Representative III

The General Services Administration (GSA) is seeking call center services to support the GSA Office of Fleet Management, offering program assistance and instruction to GSA Fleet Management Federal customers under the GSA Short-Term Rental (STR) Program.

The Customer Service Representative III serves as a senior-level subject matter expert for the daily customer service call center operations supporting the GSA STR Program.

Primary work location is 230 South Dearborn Street, Suite 3800, Chicago, IL 60604; however, work may be performed remotely or at an alternate approved location based on government direction or operational needs, up to five days per week.

Responsibilities

Essential Job Functions:

• Respond to telephone, e-mail, and other electronic communication requests from Federal STR customers.
• Perform routine tasks which require knowledge of GSA Fleet and STR procedures and rules. Provide simple vehicle leasing and rental information and appropriate information sheets and forms to current and potential fleet customers regarding services available, the procedures to follow, and where to obtain additional program information.
• Respond to customer inquiries and assist with customer requests on a wide variety of available vehicles and/or equipment; familiarity with industry terminology and offerings as well as vehicle/equipment specifications needed.
• Resolve complex customer and vendor issues and support escalations
• Provide upon request a listing of available vehicles/equipment with ceiling pricing and assist the customer with related factors such as length of trip, freight/passenger requirements, vehicle or equipment pickup/delivery and fuel card use.
• Conduct detailed system research
• Assist leadership with quality control and performance improvement initiatives
• Provide operational guidance to entry-level representatives

Qualifications

Necessary Skills and Knowledge:

• Proficient in the use of Microsoft Office Suite, particularly Excel, Google Suite tools and must also be familiar with the Windows operating system
• Working knowledge consists of basic navigational, formatting and analysis skills.
• Working technical knowledge of a wide variety of motor vehicles and rental equipment to include, but not limited to, aerial lifting, earth moving, forklifts, cranes, generators. This specifically includes familiarity with industry terminology and vehicle/equipment specifications and capabilities.
• Advanced proficiency in Microsoft Excel and data analysis
• Strong analytical skills and problem resolution capabilities
• Advanced experience researching billing and account issues preferably using STR-related systems
• Strong written and verbal communication skills
• Demonstrated ability to operate independently and adapt to evolving program requirements

Minimum Qualifications:

• Significant relevant experience may be substituted in lieu of formal education
• 5-7 years of experience in logistics support, federal contract support, call center operations, or rental agency coordination

Preferred Qualifications:

Associate's degree preferred

Pay and Benefits

The pay range for this position is $21.64 to $30.29 per hour.

At Goldbelt, we value and reward our team's dedication and hard work. We provide a competitive base salary commensurate with your qualifications and experience. As an employee, you'll enjoy a comprehensive benefits package, including medical, dental, and vision insurance, a 401(k) plan with company matching, tax-deferred savings options, supplementary benefits, paid time off, and professional development opportunities.