Customer Service Representative II

Customer Service Representative II

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 II provides intermediate-level support and independently handles moderately complex STR program inquiries as part of daily customer service call center operations.

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 (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.
• 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.
• Perform vendor verification
• Assist with billing and transaction discrepancies
• 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
• Strong analytical and problem-solving skills
• Demonstrated ability to manage multiple tasks in a dynamic operational environment

Minimum Qualifications:

• Associate's degree preferred, equivalent experience acceptable
• 35 years of customer service, logistics, or call center experience

Preferred Qualifications:

• Experience using federal vendor verification systems (SAM.gov, FPDS.gov) preferred
• Experience in rental cars, fleet management, or equipment rental environments preferred
• 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.
• Working knowledge consists of basic navigational, formatting and analysis skills.

Pay and Benefits

The pay range for this position is $19.23 to $28.85 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.