Customer Service Specialist III

Customer Service Specialist III

Category:
Administration

Main location:
United States, Connecticut, Stamford

Position : J

Employment Type:

Full Time

CGI Federal is looking for experienced Support Associates to support the New York Passport Agency. The ideal candidates should possess excellent communication skills, have experience in working with customers in a front‑facing capacity, and have the ability to work as a team in a fast‑paced environment.

• Operate various equipment for high‑speed scanning, mail out, and metering of mail.
• Prepare and mail envelopes with correct passport and corresponding supporting documents.
• Box and archive files for storage purposes.
• Interface with passport applicants at Agency/Center Information and Will‑Call counters.
• At the Information Station, ensure appointment is scheduled.
• Review passport application, photograph, identification and supporting documentation for completeness prior to adjudication.
• Ensure the application and documents comply with Passport requirements, photograph meets Passport standards, and customer is provided fee information.
• Prior to distributing to applicants, print and review passport books for accuracy and quality.
• Process refund/reimbursement requests.
• Generate a credit card payment from the applicant and distribute completed batches to the Cashier’s Office. Verify all completed transactions and run designated reports.
• Assist with Acceptance Agent training: prepare training materials, conduct “meet‑and‑greets,” set‑up training sessions, conduct office tours, etc.
• Assist CSM in maintaining and cataloging electronic records of passport acceptance facilities.
• Contact applicants to request necessary documents.
• Resolve undeliverable mail items by contacting the customer and appropriately documenting all actions taken in a SharePoint application.
• Generate correspondence to resolve application discrepancies, including:
  Return to Sender (RTS), Rewrites and Re‑issues, and re‑batch into the system.

• Bachelor’s Degree.
• Four years of general office experience performing clerical steps such as coding and filing documents in an extensive alphabetical file; simple posting to individual accounts; opening mail; running mail through metering machines; and calculating and posting charges to departmental accounts.
• Three years of experience utilizing a variety of office software, specifically Microsoft Office.
• Capable of performing tasks while maintaining a high level of accuracy.
• Ability to work in one place and traverse the office on a continuing basis.
• Must maintain constant awareness of all aspects of internal and external security.
• Ability to successfully complete the CGI Background Investigation, including 50 State Criminal, Education and Employment checks; credit and/or driving records check may be conducted if required.
• U.S. citizenship and ability to obtain an MRPT clearance required.
• Selected candidates must be able to frequently lift and carry up to 45 lbs. This position may require long hours of standing, so candidates will be expected to stand and walk around the worksite for the entirety of their shift.

• Communication (Oral/Written)
• Customer Service & Support
• Detail‑oriented
• Microsoft Office

$23.00/hour

• Eligibility to participate in an attractive Share Purchase Plan (SPP) in which the company matches dollar‑for‑dollar contributions made by eligible employees, up to a maximum, for their job category.
• 401(k) Plan and Profit Participation for eligible professionals.
• Paid Time Off (PTO).
• Paid Federal Holidays.
• Health & Welfare Benefits.

If you need an accommodation to apply for a job in the U.S., please email the CGI U.S. Employment Compliance mailbox at U You will need to reference the Position  the position in which you are interested. Your message will be routed to the appropriate recruiter who will assist you. Please note, this email address is only to be used for those individuals…