Customer Service

Responsibilities

• Provides excellent customer service by answering calls professionally, providing accurate information and minimizing redirection.
• Makes outbound calls/emails for billing, collections, customer research, quality issues, and other mission-related needs.
• Reviews outstanding accounts assigned. Contacts customers/industry partners, facilitates payment arrangements, documents actions, and escalates unresolved issues.
• Logs all interactions in Salesforce VISION the same business day, following GSA documentation standards.
• Responds to emails within 24 hours; responds to live chats in real time and asynchronous messages within 24 hours.
• Provides information on GSA programs, assists with pre- and post-order issues, and guides users through GSA websites and tools.
• Helps users with account access, navigation, troubleshooting, and step-by-step guidance on GSA systems.
• Tracks case status, routes escalations and uses knowledge management resources within VISION.
• Ensures compliance with KPIs, metrics and performance standards to ensure excellent customer experience.

Qualifications

• Must have a Public Trust clearance status and must maintain any required clearances or suitability determinations.
• Minimum 1-3 years customer service, call center or help desk experience.
• Strong communication and customer service skills.
• Ability to research information and work with SMEs for intermediate-level inquiries.
• For advanced roles: technical troubleshooting or collections experience.
• Proficiency with CRM systems, Salesforce preferred.
• Attention to detail and strong documentation accuracy with excellent typing skills.
• Ability to work in a fast-paced, metrics-driven environment.
• High School diploma or equivalent required, additional education preferred.

Must be able to pass a federal background check going back 7 years without felonies. Must be able to pass a federal credit check.