[Hiring] Customer Service Representative I @Goldbelt, Inc.

Role Description

Please note that this position is contingent upon the successful award of a contract currently under bid. 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.
• Respond to customer inquiries and assist with customer requests on a wide variety of available vehicles and/or equipment.
• Resolve complex customer and vendor issues and support escalations.
• Provide upon request a listing of available vehicles/equipment with ceiling pricing.
• Assist the customer with related factors such as length of trip, freight/passenger requirements, vehicle or equipment pickup/delivery and fuel card use.
• Respond to customer complaints or inquiries.
• Take orders for products or merchandise.
• Calculate charges; process billing or payments.
• Process customer claims.
• Handle returns, refunds, and exchanges.
• Keep records of customer interactions.
• Update customer account information.

Qualifications

• Proficient in the use of Microsoft Office Suite, particularly Excel, Google Suite tools, and 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.
• 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.

Requirements

• High school diploma required.
• 1–2 years of customer service or call center experience.

Preferred Qualifications

• Associate’s degree preferred.

Benefits

• The pay range for this position is $17.79 to $25.97 per hour.
• Comprehensive benefits package, including medical, dental, and vision insurance.
• 401(k) plan with company matching.
• Tax-deferred savings options.
• Supplementary benefits.
• Paid time off.
• Professional development opportunities.