Customer Service Representative I

Customer Service Representative I

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 I (CSR) provides information and solutions in response to inquiries pertaining to products, services and/or customer complaints as part of 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

• 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.
• Responding to customer complaints or inquiries
• Taking orders for products or merchandise
• Calculating charges; processing billing or payments
• Processing customer claims
• Handling returns, refunds, and exchanges
• Keeping records of customer interactions
• Updating customer account information

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.
• Strong interpersonal communication skills
• Ability to multitask in a fast-paced, high-volume environment
• Ability to adapt to evolving program guidance and procedures
• Professional demeanor consistent with federal customer service standards

Minimum Qualifications:

• High school diploma required
• 12 years of customer service or call center experience

Preferred Qualifications:

• Associate's degree preferred

Pay and Benefits

The pay range for this position is $17.79 to $25.97 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.