EFAST2 Customer Service Specialist III

Type of Requisition:

Regular

Clearance Level Must Currently Possess:

None

Clearance Level Must Be Able to Obtain:

None

Public Trust/Other Required:

MBI Full 5C (T3)

Job Family:

Contact Center

Job Qualifications:

Skills:

Answering Telephones, Customer Service, Training, Written Communication

Certifications:

None

Experience:

5 + years of related experience

US Citizenship Required:

No

Job Description:

Seize your opportunity to make a personal impact as a Customer Service Specialist III supporting ERISA Filing Acceptance System 2 (EFAST2), a system used for the submission, receipt, and processing of the Form 5500 Series Annual Return/Report. These forms must be filed each year for employee benefit plans to satisfy annual reporting requirements under the Employee Retirement Income Security Act (ERISA) and the Internal Revenue Code.

GDIT is your place to make meaningful contributions to challenging projects and grow a rewarding career. At GDIT, people are our differentiator. Our work depends on an EFAST2 Customer Service Specialist II joining our team to provide expert customer service to employee benefit plan administrators and others on behalf of the U.S. Department of Labor (DOL) and the Internal Revenue Service (IRS).

HOW A CUSTOMER SERVICE SPECIALIST II WILL MAKE AN IMPACT

• Communicates clearly and effectively over the phone to support the EFAST2 filing public
• Builds technical expertise of EFAST2 system and utilizes strong problem-solving capabilities to troubleshoot and resolve problems for the EFAST2 filing public
• Delivers accurate, high-quality results independently while consistently meeting contract performance standards
• Actively incorporates feedback to enhance performance and continuously improve service delivery
• Maintains a positive attitude and performs effectively under pressure
• Serves as a resource to less experienced Specialists by receiving, evaluating, and resolving complex inquiries
• Provides guidance and troubleshooting support to address challenging issues and ensures timely and effective resolution while fostering skill development among team members
• Utilizes software tools to efficiently manage calls, document interactions, and access relevant resources
• Participates in the training and development of new Customer Service Representatives (CSRs) by reviewing training materials and participating in occasional training activities as requested 
• Offers additional support to the Supervisor as needed, contributing to projects, tasks, and initiatives that enhance team functionality and align with organizational goals.
• Demonstrates excellent attendance to ensure reliable support, particularly during periods of limited or single coverage

WHAT YOU’LL NEED TO SUCCEED

• Education: High School Diploma or GED is required.
• Experience: A minimum of 5 years of EFAST2 experience is required.
• Security Clearance: Must be able to attain a Minimum Background Investigation (MBI) public trust clearance. This includes traveling to a U.S. Department of Labor-approved USAccess location for fingerprinting and issuance of a Personal Identity Verification (PIV) card.
• Typing proficiency with a minimum speed of 20 words per minute
• Experience with Microsoft Office tools, including Outlook, Word, Excel, and Teams
• Familiarity with Salesforce (or other CRM platforms) and knowledge base/content management systems (preferred)
• Strong verbal and written communication skills in English, with a professional phone etiquette and excellent email communication abilities
• Ability to deliver unscripted, clear, and effective responses to address inquiries and share information
• Exceptional interpersonal and organizational skills, enabling collaboration and efficient task management
• Ability to acquire new knowledge quickly through self-directed learning and training
• Proven ability to work independently as part of a team
• Work Location: Fully remote position. A reliable high-speed internet connection is required, and computer equipment will be provided by GDIT.
• Hours of Operation: Monday through Friday (8-hour shift) between the hours of 7:00 AM to 7:00 PM CT (8:00 AM to 8:00 PM ET), excluding federal holidays. Flexibility in scheduling within these hours is strongly preferred.
• Eligibility: U.S. Citizenship is required.

GDIT IS YOUR PLACE

At GDIT, the mission is our purpose, and our people are at the center of everything we do.

• Growth: AI-powered career tool that identifies career steps and learning opportunities
• Support: An internal mobility team focused on helping you achieve your career goals
• Rewards: Comprehensive benefits and wellness packages, 401K with company match, competitive pay and paid time off
• Community: Award-winning culture of innovation and a military-friendly workplace

OWN YOUR OPPORTUNITY
Explore an enterprise IT career at GDIT and you’ll find endless opportunities to grow alongside colleagues who share your desire to drive operations forward.

The likely hourly rate for this position is between $17.86 - $24.16. This is not, however, a guarantee of compensation or salary. Rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range.

Scheduled Weekly Hours:

40

Travel Required:

None

Telecommuting Options:

Remote

Work Location:

Any Location / Remote

Additional Work Locations:

Total Rewards at GDIT:

Our benefits package for all US-based employees includes a variety of medical plan options, some with Health Savings Accounts, dental plan options, a vision plan, and a 401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match. To encourage work/life balance, GDIT offers employees full flex work weeks where possible and a variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave. GDIT typically provides new employees with 15 days of paid leave per calendar year to be used for vacations, personal business, and illness and an additional 10 paid holidays per year. Paid leave and paid holidays are prorated based on the employee’s date of hire. The GDIT Paid Family Leave program provides a total of up to 160 hours of paid leave in a rolling 12 month period for eligible employees. To ensure our employees are able to protect their income, other offerings such as short and long-term disability benefits, life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance are provided or available. We regularly review our Total Rewards package to ensure our offerings are competitive and reflect what our employees have told us they value most.

We are GDIT. A global technology and professional services company that delivers consulting, technology and mission services to every major agency across the U.S. government, defense and intelligence community. Our 30,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation. We operate across 50 countries worldwide, offering leading capabilities in digital modernization, AI/ML, Cloud, Cyber and application development. Together with our clients, we strive to create a safer, smarter world by harnessing the power of deep expertise and advanced technology.

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Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans