Customer Service Team Lead (Short-Term Rental (STR) Program)

Team Lead, STR Customer Service

The STR Customer Service Team Lead provides direct oversight of daily customer service operations supporting the GSA Short-Term Rental (STR) Program. 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.

Minimum Qualifications

• Bachelor's degree preferred; extensive relevant professional experience may be substituted in lieu of formal education.
• This is a Remote (work from home) position.
• 7-10 years of experience in customer service, logistics operations, or call center environments, with demonstrated supervisory or team leadership experience.
• Demonstrated ability to manage operational performance metrics.
• Proficiency in Microsoft Office, particularly Excel.
• 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

Responsibilities

• 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.

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