Customer Service Representative III

Goldbelt, Inc.; Chicago (IL); Hybrid; USD 29,811 - 41,727; Full time

Job summary

A federal contractor in logistics support is seeking a Customer Service Representative III to provide expert assistance in their call center operations for the GSA Short-Term Rental Program. The role involves responding to customer inquiries, resolving issues, and providing operational guidance to less experienced representatives. Candidates should have 5-7 years of relevant experience, strong analytical and communication skills, and proficiency in Microsoft Office, especially Excel. Remote work is possible, with a pay range of $21.64 to $30.29 per hour.

Qualifications

• 5-7 years of experience in logistics support or call center operations.
• Strong analytical and problem resolution capabilities.
• Working knowledge of GSA STR procedures and vehicle specifications.

Responsibilities

• Respond to customer requests via telephone, e-mail, and chat platforms.
• Perform tasks related to vehicle leasing and rental information.
• Resolve complex customer issues and assist with escalations.
• Conduct detailed system research and provide quality control.

Skills

Microsoft Office Suite

Excel

Google Suite

Analytical skills

Written communication

Problem resolution

Technical knowledge of motor vehicles

Education

Associate’s degree

Job description

Overview

Accelerating the delivery of care and providing superior force health readiness across the Military, Federal, and Civilian landscapes. Taku is committed to providing transformative and comprehensive health operational capabilities to support customers across scientific, clinical, technological, and program management areas.

Please note that this position is contingent upon the successful award of a contract currently under bid.

The General Services Administration (GSA) is seeking call center services to support the GSA Office of Fleet Management, offering program assistance and instruction to GSA Fleet Management Federal customers under the GSA Short-Term Rental (STR) Program.

The Customer Service Representative III serves as a senior-level subject matter expert for the daily customer service call center operations supporting the GSA STR Program.

Primary work location is 230 South Dearborn Street, Suite 3800, Chicago, IL 60604; however, work may be performed remotely or at an alternate approved location based on government direction or operational needs, up to five days per week.

Responsibilities

Essential Job Functions

• Respond to telephone, e‑mail, and other electronic communication requests (emails or other electronic “Chat” platforms) from Federal STR customers.
• Perform routine tasks which require knowledge of GSA Fleet and STR procedures and rules. Provide simple vehicle leasing and rental information and appropriate information sheets and forms to current and potential fleet customers regarding services available, the procedures to follow, and where to obtain additional program information.
• Respond to customer inquiries and assist with customer requests on a wide variety of available vehicles and/or equipment; familiarity with industry terminology and offerings as well as vehicle/equipment specifications needed.
• Resolve complex customer and vendor issues and support escalations.
• Provide upon request a listing of available vehicles/equipment with ceiling pricing and assist the customer with related factors such as length of trip, freight/passenger requirements, vehicle or equipment pickup/delivery and fuel card use.
• Conduct detailed system research.
• Assist leadership with quality control and performance improvement initiatives.
• Provide operational guidance to entry‑level representatives.

Qualifications

Necessary Skills and Knowledge

• Proficient in the use of Microsoft Office Suite, particularly Excel, Google Suite tools and must also be familiar with the Windows operating system.
• Working knowledge consists of basic navigational, formatting and analysis skills.
• Working technical knowledge of a wide variety of motor vehicles and rental equipment to include, but not limited to, aerial lifting, earth moving, forklifts, cranes, generators. This specifically includes familiarity with industry terminology and vehicle/equipment specifications and capabilities.
• Advanced proficiency in Microsoft Excel and data analysis.
• Strong analytical skills and problem resolution capabilities.
• Advanced experience researching billing and account issues preferably using STR‑related systems.
• Strong written and verbal communication skills.
• Demonstrated ability to operate independently and adapt to evolving program requirements.

Minimum Qualifications

• Significant relevant experience may be substituted in lieu of formal education.
• 5-7 years of experience in logistics support, federal contract support, call center operations, or rental agency coordination.

Preferred Qualifications

Associate’s degree preferred.

Pay and Benefits

The pay range for this position is $21.64 to $30.29 per hour.