EFAST2 Customer Service Specialist II

Job Description: EFAST2 Customer Service Specialist II

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

General Dynamics Information Technology (GDIT) is your place to make meaningful contributions to challenging projects and grow a rewarding career. At GDIT, people are our differentiator. Your work will depend on 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 an EFAST2 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 the EFAST2 system 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.
• Escalates complex issues to senior specialists or government agencies as appropriate.
• Utilizes software tools to efficiently manage calls, document interactions, and access relevant resources.
• 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 1 year of relevant experience in call center operations, helpdesk support, or technical support (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 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-Friday (8hr shift), 7:00 AM to 7:00 PM CT (8:00 AM to 8:00 PM ET). Flexibility in scheduling within these hours is strongly preferred.
• Eligibility: U.S. Citizenship is required.

GDIT Is Your Place

General Dynamics Information Technology offers competitive benefits for its employees:

• 401K with company match.
• Comprehensive health and wellness packages.
• Internal mobility team dedicated to helping you own your career.
• Professional growth opportunities including paid education and certifications.
• Cutting-edge technology you can learn from.
• Rest and recharge with paid vacation and holidays.

Key skills/competency

• Customer Service
• Call Center Operations
• Technical Support
• Communication Skills
• Problem Solving
• EFAST2 System
• Troubleshooting
• Microsoft Office
• CRM Platforms
• Data Entry