Job Title: Customer Service Representative (CSR) Location: Dublin, GAWe are seeking a passionate and experienced professional who thrives in a fast-paced, collaborative environment. At GovStrive, we are deeply committed to helping our federal governmentclients enhance their HR organizations' operational effectiveness and customer service, all while ensuring compliance with federal regulations. By transforming processes, data, and systems, we empower our clients to make informed decisions, operate more efficiently, and reduce costs-ultimately supporting their mission-driven goals.This role offers the chance to be part of a fast-growing company headquartered in Dublin, GA, that values its employees and actively invests in their professional development. Join our dynamic team of dedicated professionals who will push you to achieve your best work.This position is based in our Dublin, GA Shared Services Center, where we provide operational and call center support to HR teams across various federal agencies.Job Description:The CSR Assistant will support GovStrive clients by processing transactions, completing required documentation, and delivering timely reports. Responsibilities are performed in accordance with contractual obligations and outlined in the Standard Operating Procedures specific to each task order.Duties and Responsibilities:The following are key duties for this position, with additional tasks assigned as needed:
- Execute client-specific transactions and tasks, ensuring all Service Level Agreement (SLA) requirements and timelines are met in accordance with Standard Operating Procedures.
- Maintain accurate, up-to-date task-specific data to ensure that key milestones are monitored, reported, and invoiced within established timeframes.
- Identify underlying issues and resolve them through logical steps, leveraging available tools, skills, and GovStrive's expertise to manage issues independently.
- Create and maintain all necessary supporting documentation relevant to specific task orders.
- Assess client needs and provide tailored solutions to meet their expectations.
- Apply knowledge to address new and undocumented incidents, adhering to contract terms and internal processes.
- Respond to emails and voicemail messages promptly and ensure all resolutions are documented.
- Listen attentively to clients, understand their concerns, ask appropriate questions, and offer relevant solutions.
- Serve as a liaison between applicants and their supervisors to resolve any questions or concerns.
- Collect, organize, and analyze data with precision and efficiency, solving issues related to data collection, benchmarking, and optimization.
- Offer recommendations to update and improve business processes, procedures, and technologies.
- Utilize technology to capture and evaluate data for insights and solutions.
- Safeguard all government property provided for contractor use, ensuring that equipment and materials are secured at the end of each workday.
- Provide regular updates to the Project Manager, sharing concerns and potential solutions.
- Collaborate with the supervisor and team members to implement the most effective solutions.
- Actively engage in both individual and group coaching, participate in peer-to-peer feedback sessions, and pursue opportunities for continuous development.
- Assist in training and coaching new representatives as requested.
Education and Experience:Required:
- High School Diploma with at least 3 years of relevant work experience, including 2 years of customer service or office administration.
- This position will require level T1 investigation, which can be obtained after hire.
Preferred:
- Associate or Bachelor's degree with 4 or more years of customer service or office administration experience.
GovStrive offers a culture that supports work-life balance and invests in our employees' development and personal growth. GovStrive offers a comprehensive benefit package, including PTO, healthcare, matching 401K, flexible hours, identification protection, and a collaborative work environment.EEO StatementGovStrive is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. GovStrive does not discriminate in employment on the basis of age, disability, ethnicity, gender, gender identity and expression, religion, sexual orientation, or protected veteran status.