[Hiring] Customer Service Team Lead @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 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

• Supervise Customer Service Representatives (CSR I, CSR-II; and CSR–III).
• Ensure compliance with program policies and contractual performance standards.
• Serve as the primary escalation authority for complex federal user and vendor inquiries.
• Operate a national customer support center responding to telephone, e-mail, and other electronic communication requests from Federal STR customers.
• Perform routine tasks requiring 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 requests on available vehicles and/or equipment.
• Assist with records management, including assembling/creating routing and archiving contract files.
• Create reports using government databases and query tools such as MySQL Workbench.
• Provide listings of available vehicles/equipment with ceiling pricing and assist customers with related factors.
• Maintain and update fleet management information systems and ensure data integrity across all platforms.

Qualifications

• Demonstrated ability to manage operational performance metrics.
• Proficient in Microsoft Office Suite, particularly Excel, and Google Suite tools.
• Working knowledge of basic navigational, formatting, and analysis skills.
• Technical knowledge of a wide variety of motor vehicles and rental equipment.
• Proficiency in Adobe Acrobat.
• Experience navigating federal systems: SAM.gov and FPDS.gov.
• Strong written and verbal communication skills.
• Ability to manage high call volumes and dynamic program changes.
• Experience working with rental car, fleet, or equipment rental agencies.
• Advanced communication, leadership, and problem resolution skills.

Requirements

• Bachelor’s degree preferred; extensive relevant professional experience may be substituted.
• 7-10 years of experience in customer service, logistics operations, or call center environments.
• Demonstrated supervisory or team leadership experience.

Benefits

• Annual pay range: $110,000 to $130,000.
• Competitive base salary commensurate with qualifications and experience.
• 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.