Customer Service

Location: Kansas City, MO

Company: Systems Integration, Inc. (SII) is a leading provider of turnkey contact center infrastructure solutions and IT services. With decades of combined experience in IT and systems integration, we have helped U.S. Government agencies and commercial businesses elevate customer satisfaction.

Position: Customer Service Representative (remote Government Program Management office)

• Answer calls professionally, provide accurate information, and minimize redirection.
• Make outbound calls/emails for billing, collections, customer research, quality issues, and other mission‑related needs.
• Review outstanding accounts assigned, contact customers/industry partners, facilitate payment arrangements, document actions, and escalated unresolved issues.
• Log all interactions in Salesforce VISION on the same business day, following GSA documentation standards.
• Respond to emails within 24 hours; respond to live chats in real time and asynchronous messages within 24 hours.
• Provide information on GSA programs, assist with pre‑ and post‑order issues, and guide users through GSA websites and tools.
• Help users with account access, navigation, troubleshooting, and step‑by‑step guidance on GSA systems.
• Track case status, route escalations, and use knowledge‑management resources within VISION.

• Must have a public trust clearance and maintain required clearances or suitability determinations.
• Minimum 1‑3 years of customer service, call center, or help desk experience.
• Strong communication and customer service skills.
• Ability to research information and work with SMEs on intermediate‑level inquiries.
• For advanced roles: technical troubleshooting or collections experience.
• Proficiency with CRM systems;
  Salesforce preferred.
• Attention to detail and strong documentation accuracy.
• 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 covering the last 7 years with no felonies and a federal credit check.