Customer Service Specialist III

Job Order - J - Permanent Full Time

Title Customer Service Specialist III

Category Administration

City Stamford, Connecticut, United States

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‑greet,” set‑up training sessions, conduct office tours, etc.
• Assist the 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, Re‑issues, and re‑batch into the system under the guidance of DOS Passport Specialists.

• Bachelor’s Degree.
• Four years of general office experience: following specific procedures, coding and filing documents, posting to individual accounts, opening mail, running mail through metering machines, calculating and posting charges.
• 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 required).
• US citizenship and the ability to obtain an MRPT clearance.
• Ability to frequently lift and carry up to 45 lbs; expected to stand and walk around the worksite for the entire shift.

Hourly Rate: $23.00/hour

• Eligibility to participate in a Share Purchase Plan (SPP) with dollar‑for‑dollar matching.
• 401(k) Plan and Profit Participation.
• Paid Time Off (PTO).
• Paid Federal Holidays.
• Health & Welfare Benefits.

Qualified applicants will receive consideration for employment without regard to race, ethnicity, ancestry, color, sex, religion, creed, age, national origin, citizenship status, disability, pregnancy, medical condition, military and veteran status, marital status, sexual orientation or perceived sexual orientation, gender, gender identity, gender expression, familial status or responsibilities, reproductive health decisions, political affiliation, genetic information, height, weight, or any other legally protected status or characteristics to the extent required by applicable federal, state, and local laws.

CGI provides reasonable accommodations to qualified individuals with disabilities. If you need an accommodation to apply for a job in the U.S., please email the CGI U.S. Employment Compliance mailbox at US_ and reference the Position  the position.

All CGI offers of employment in the U.S. are contingent upon the ability to successfully complete a background investigation. Background investigation components may vary depending on assignment and level of U.S. government security clearance held. Some investigations may include a credit check. CGI will consider qualified applicants with arrests and conviction records in accordance with local regulations and ordinances.