What are the responsibilities and job description for the Customer Service Representative (GSA) position at Systems Integration, Inc.?
Location: Kansas City, MO
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 US Government agencies and commercial businesses elevate their customer satisfaction with our portfolio of solutions and services. SII is searching for Customer Service Representative to support a remote Government Program Management office. Join our team to discover a professional and rewarding career in an exciting, fast-paced, and growing government-contracting industry!
Responsibilities:
- Answers calls professionally, provides accurate information and minimizes redirection.
- Makes outbound calls/emails for billing, collections, customer research, quality issues, and other mission related needs.
- Reviews outstanding accounts assigned. Contacts customers/industry partners, facilitates payment arrangements, documents actions, and escalates unresolved issues.
- Logs all interactions in Salesforce VISION the same business day, following GSA documentation standards.
- Responds to emails within 24 hours; responds to live chats in real time and asynchronous messages within 24 hours.
- Provides information on GSA programs, assists with pre- and post-order issues, and guides users through GSA websites and tools.
- Helps users with account access, navigation, troubleshooting, and step-by -step guidance on GSA systems.
- Tracks case status, routes escalations and uses knowledge management resources within VISION.
Qualifications:
- Must have a public trust clearance and must maintain any required clearances or suitability determinations
- Minimum 1-3 years customer service, call center or help desk experience
- Strong communication and customer service skills.
- Ability to research information and work with SMEs for 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 going back 7 years without felonies. Must be able to pass a federal credit check.