Customer Service Associate II - All Shifts

About the role

CGI Federal is seeking experienced Support Associates to support the New Hampshire Passport Center. The ideal candidate should have excellent communication skills, experience working with customers, and the ability to work in a fast-paced team environment.

Responsibilities

• Operate various equipment for high-speed scanning, mail out, and metering of mail.
• Prepare and mail envelopes with correct passport and supporting documents.
• Interface with passport applicants at Agency/Center Information and Will-Call counters:
• At the Information Station, ensure appointment is scheduled;
• Review passport application, photograph, identification and supporting documentation for completeness before adjudication;
• Ensure the application and documents comply with Passport requirements, photograph meets Passport standards, and customer is provided fee information.
• Prior to distributing to applicants, print and review passport books for accuracy and quality.
• Process refund/reimbursement requests.
• Generate a credit card payment from the applicant and distribute completed batches to the Cashier’s Office.
• Verify all completed transactions and run designated reports.
• Assist with Acceptance Agent training: prepare training materials, conduct “meet-and-greets,” set-up training sessions, conduct office tours, etc.
• Aid in maintaining and cataloging electronic records of passport acceptance facilities.
• Contact applicants to request necessary documents.
• Resolve undeliverable mail items by contacting the customer and appropriately documenting all actions taken in a SharePoint application.
• Generate correspondence to resolve application discrepancies, including: Return to Sender (RTS), Rewrites and Re-issues, and re-batch into the system.

Requirements

• High School Diploma or GED
• Three years of general office experience
• Two years of experience utilizing a variety of office software, specifically Microsoft Office
• Ability to perform tasks while maintaining a high level of accuracy
• Constant awareness of all aspects of internal and external security
• Successfully complete the CGI Background Investigation to include: 50 State Criminal, Education and Employment checks; additional checks may be conducted if required by the contract for continued employment
• Due to the nature of the government contract requirements and/or clearance requirements, US citizenship and an ability to obtain an MRPT clearance is required.

Qualifications

• To be successful in this role, you must be able to frequently lift and carry up to 45 lbs.
• This position may require long hours of standing.

Benefits

Selected candidates will receive a starting hourly rate of $21.28/hour plus $5.09/hr. towards benefits!

CGI offers a variety of benefits to eligible professionals, including:

• Eligibility to participate in an attractive Share Purchase Plan (SPP) in which the company matches dollar-for-dollar contributions made by eligible employees, up to a maximum, for their job category.
• 401(k) Plan and Profit Participation for eligible professionals.
• Additional benefits determined by your Service Contract Act: Paid Time Off (PTO), Paid Federal Holidays, Health & Welfare Benefits.