• Customer Service Specialist

    Job Locations USA-KS-Lawrence
    Posted Date 1 week ago(4/10/2018 11:36 AM)
    Requisition Number
    Number of Positions
    Job Function
    Full/Part Time
    Full Time

    General Dyanmics in Lawrence, KS is currently in search of Customer Service Representatives to join the EFAST2 program. The EFAST2 program supports the Department of Labor assisting in filling out electronic forms assosciated with employee benefit plans. This is a temporary position. 


    ERISA Filing Acceptance System 2 (EFAST2) is a system designed to simplify and expedite the submission, receipt, and processing of the Form 5500 and Form 5500-SF. These forms must be filed each year by employee benefit plans to satisfy annual reporting requirements under the Employee Retirement Income Security Act (ERISA) and the Internal Revenue Code.


    The EFAST2 Contact Center provides assistance with general Form 5500-series questions, registration and use of the EFAST2 website, the online electronic filing process, filing status and errors, and software developer inquires.



    • Consistently demonstrates effective telephone communications with the EFAST2 filing public.
    • Provides clear and concise information to EFAST2 callers.
    • Exhibits strong problem-solving capabilities with the EFAST2 general filing public.
    • Works independently with accurate results.
    • Maintains positive attitude and works well under pressure
    • Escalates complex questions to more experienced Specialists.
    • Uses a computer system to track questions and responses and to access informational resources.
    • Excellent attendance is required.



    • High school diploma or general education degree (GED) required


    • Computer experience required.
    • Experience supporting web-based applications strongly preferred.
    • One year of related customer service, call center, or help desk experience preferred.
    • Ability to demonstrate a minimum of 20 WPM typing speed (will be tested internally).
    • Ability to communicate effectively in both written and verbal English, displaying a professional phone demeanor and knowledge of email etiquette.
    • Ability to effectively work within established contractual turnaround times.
    • Excellent interpersonal and organizational skills.
    • Ability to work as a member of a team.
    • Working experience with Microsoft Office Suite (Excel, Word) preferred.
    • Previous knowledge and working experience with EFAST2 preferred.
    • Previous knowledge and working experience with Siebel preferred.
    • Previous knowledge and working experience with Contact Center Knowledge bases or Content Management systems preferred.


    • Security Clearance required.




    The work is typically performed in an office environment, which requires proper safety and security precautions. To ensure our contact center production area is at minimal risk for unauthorized disclosure (that is, the release or divulgence of information by an entity to persons or organizations outside of that entity) of Personally Identifiable Information (PII) or Protected Health Information (PHI), the work environment operates under a Secure Floor Policy. The Secure Floor Policy limits or restricts personal belongings, electronic devices, or paper that can be brought into production areas. Work may require some physical effort in the handling of light materials, boxes, or equipment.



    The above job description is not intended to be, nor should it be construed as, exhaustive of all responsibilities, skills, efforts, or working conditions associated with this job.


    Requests for reasonable accommodations will be considered to enable individuals with disabilities to perform the principal (essential) functions of this job.



    As a trusted systems integrator for more than 50 years, General Dynamics Information Technology provides information technology (IT), systems engineering, professional services and simulation and training to customers in the defense, federal civilian government, health, homeland security, intelligence, state and local government and commercial sectors.With approximately 32,000 professionals worldwide, the company delivers IT enterprise solutions, manages large-scale, mission-critical IT programs and provides mission support services.


    GDIT is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.


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