Customer Service Team Lead

Call Center Services Team Lead

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 Team Lead provides direct oversight 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

Essential Job Functions:

• The Team Lead supervises Customer Service Representatives (CSR I, CSR-II; and CSRIII), ensures compliance with program policies and contractual performance standards, and serves as the primary escalation authority for complex federal user and vendor inquiries.
• Operate a national customer support center that responds to telephone, e-mail, and other electronic communication requests (emails or other electronic "Chat" platforms) 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.
• Assist with records management in areas such as assembling/creating routing and archiving contract files on Google Drive, WebSTR or comparable electronic data storage system (e.g. Electronic Data Management System (EDMS))
• Create reports using government databases and query tools such as but not limited to MySQL Workbench.
• 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.
• Maintain and update fleet management information systems and ensure data integrity across all fleet management platforms.

Qualifications

Necessary Skills and Knowledge:

• Demonstrated ability to manage operational performance metrics.
• 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.
• Proficiency in Adobe Acrobat
• Experience navigating the following federal systems: SAM.gov and FPDS.gov.
• Strong written and verbal communication skills
• Demonstrated ability to manage high call volumes and dynamic program changes
• Experience working with rental car, fleet, or equipment rental agencies required
• Advanced communication, leadership, and problem resolution skills

Minimum Qualifications:

• Bachelor's degree preferred; extensive relevant professional experience may be substituted in lieu of formal education
• 7-10 years of experience in customer service, logistics operations, or call center environments, with demonstrated supervisory or team leadership experience

Pay and Benefits

The annual pay range for this position is $110,000 to $130,000.

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.