Queue Coordinator- TS​/SCI w​/POLY

Job Title: Customer Service Specialist II

Job Description: Seize your opportunity to make a personal impact as a Customer Service Specialist I. GDIT is your place to make meaningful contributions to challenging projects and grow a rewarding career. At GDIT, people are our differentiator. As a Customer Service Specialist I you will help ensure today is safe and tomorrow is smarter.

• Provides support via the telephone and/or Internet to resolve routine issues and respond to customer inquiries

GDIT is looking for a Queue Coordinator who holds TS/SCI (poly preferred or must obtain) for a full time position, located in Annapolis Junction, MD.

Program overview: GDIT is the first point of contact for IT problem resolutions helping to increase user satisfaction, reduce resolution time, and consolidate and standardize remote and in-field customer support at the enterprise level.

• Takes and processes transactions by telephone, internet, and correspondence from customers and representatives.
• Enters and maintains database records of customer profiles and prepares and maintains status reports.
• Acts as liaison for customers.
• Maintains knowledge of company products and customer service processes. Performs proper vetting of customer requests to ensure all required information is obtained.
• Routes customer requests to correct department and assigns them to the appropriate technician in a timely manner.
• Provides administrative support to technicians to ensure seamless service for the customer.

• High School Diploma and 1+ yr related experience
• TS/SCI active clearance (Poly preferred or must obtain)
• Security+CE requirement
• 9.1 requirement (ITIL, A+, HDI-CSR, MS 365 cert) or must obtain within 120 days of starting position
• Queue Management/Coordination experience is desired
• Day Shift 10am to 6pm

• 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

The likely hourly rate for this position is between $21.25 - $28.75. This is not, however, a guarantee of compensation or salary. Rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range.

Scheduled Weekly

Hours:

40

Travel Required:

None

Telecommuting Options:
Onsite

Work Location:

USA MD Annapolis Junction

Our benefits package for all US-based employees includes a variety of medical plan options, some with Health Savings Accounts, dental plan options, a vision plan, and a 401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match. To encourage work/life balance, GDIT offers employees full flex work weeks where possible and a variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave.

To ensure our employees are able to protect their income, other offerings such as short and long-term disability benefits, life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance are provided or available. We regularly review our Total Rewards package to ensure our offerings are competitive and reflect what our employees have told us they value most.

Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans