Bilingual (Spanish) Customer Service Specialist FSA ID Helpdesk
Fairfax, VA, United States
Req ID: RQ170497
Type of Requisition: SCA
Clearance Level Must Be Able to Obtain: None
Public Trust/Other Required: MBI Full 5C (T3)
Job Family: SCA
Skills:
Bilingual,Communication,Customer Service,Interpersonal Communication,Professional Etiquette
Experience:
1 + years of related experience
US Citizenship Required:
Yes
Job Description:
The FSA ID, comprised of a user-selected username and password, provides the method by which students, parents, and borrowers authenticate their identity to access their federal student aid information. The FSA ID Help Desk assists students, parents, and borrowers to resolve issues regarding creation and use of FSA IDs.
JOB RESPONSIBILITIES:
Assist students, parents, and borrowers to resolve issues regarding creation and use of FSA IDs in a timely, courteous, and professional manner
Provide assistance to callers in both English and Spanish
Acquire and maintain an understanding of various Department of Education processes, procedures, and Web sites
Engage in active listening to diagnose problems, and use various reference sources to rapidly lead callers to problem resolution.
Adhere to Privacy Act as it relates to confidentiality of information releases
Accurately and efficiently maintain all required call logs and phone documentation
Work overtime as needed
Perform other duties as assigned
Regular and Predictable Attendance is Required
SPONSORSHIP NOT AVAILABLE
EDUCATION / EQUIVALENT TRAINING:
High School diploma or GEDrequired
EXPERIENCE:
Minimum 1 year of customer service experience required
Experience supporting Web-based applications strongly preferred
Ability to organize simultaneous tasks for individual assignments and maintain flexibility in work scheduling and assignments required
Must be a self-starter and have the ability to work successfully both in a team environment and independently
Excellent verbal and written communication skills and strong interpersonal skills required
Must have minimum typing speed of 20 WPM
UNIQUE/ADDITIONAL REQUIREMENTS:
Must not be in default on a Federal Student Loan
Must be proficient in both English and Spanish verbal communication
The likely hourly rate for this position is between $16.56 - $27.66. 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.
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. GDIT typically provides new employees with 15 days of paid leave per calendar year to be used for vacations, personal business, and illness and an additional 10 paid holidays per year. Paid leave and paid holidays are prorated based on the employee’s date of hire. The GDIT Paid Family Leave program provides a total of up to 160 hours of paid leave in a rolling 12 month period for eligible employees. 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.
We are GDIT. A global technology and professional services company that delivers consulting, technology and mission services to every major agency across the U.S. government, defense and intelligence community. Our 30,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation. We operate across 30 countries worldwide, offering leading capabilities in digital modernization, AI/ML, Cloud, Cyber and application development. Together with our clients, we strive to create a safer, smarter world by harnessing the power of deep expertise and advanced technology.
We connect people with the most impactful client missions, creating an unparalleled work experience that allows them to see their impact every day. We create opportunities for our people to lead and learn simultaneously. From securing our nation’s most sensitive systems, to enabling digital transformation and cloud adoption, our people are the ones who make change real.
GDIT is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.