$110,000–$130,000 Per Year
Adobe Acrobat, Analysis Skills, Automotive Repair and Maintenance, Call Center Operations, Call Centers, Call Volume, Car Rentals, Cargo/Freight, Communication Skills, Crane, Customer Service Management, Customer Service Operations, Customer Support/Service, Data Management, Data Quality, Data Storage, Earthmoving/Earthworks, Equipment Rentals, Equipment Specification, Fleet Management, Forklift, Government Reporting, Leadership, Logistics, Maintain Compliance, Management of Information Systems/Technology (MIS), Microsoft Excel, Microsoft Office, Microsoft Windows Operating System, Military, MySQL, Operational Support, Operations Management, Performance Management, Performance Metrics, Presentation/Verbal Skills, Pricing, Problem Solving Skills, Project/Program Management, Records Management, Rentals, Reporting Skills, Team Lead/Manager, Technical Leadership, Telephone Skills, Vehicle Fleets, Writing Skills
Overview
Please note that this position is contingent upon the successful award of a contract currently under bid.
Accelerating the delivery of care and providing superior force health readiness across the Military, Federal, and Civilian landscapes. Taku is committed to providing transformative and comprehensive health operational capabilities to support customers across scientific, clinical, technological, and program management areas.
Summary:
The General Services Administration (GSA) is seeking call center services to support the GSA Office of Fleet Management, offering program assistance and instruction to GSA Fleet Management Federal customers under the GSA Short-Term Rental (STR) Program.
The Customer Service Team Lead provides direct oversight of daily customer service call center operations supporting the GSA STR Program.
Primary work location is 230 South Dearborn Street, Suite 3800, Chicago, IL 60604; however, work may be performed remotely or at an alternate approved location based on government direction or operational needs, up to five days per week.
Responsibilities
Essential Job Functions:
- The Team Lead supervises Customer Service Representatives (CSR I, CSR-II; and CSR-III), ensures compliance with program policies and contractual performance standards, and serves as the primary escalation authority for complex federal user and vendor inquiries.
- Operate a national customer support center that responds to telephone, e-mail, and other electronic communication requests (emails or other electronic "Chat" platforms) from Federal STR customers.
- Perform routine tasks which require knowledge of GSA Fleet and STR procedures and rules. Provide simple vehicle leasing and rental information and appropriate information sheets and forms to current and potential fleet customers regarding services available, the procedures to follow, and where to obtain additional program information.
- Respond to customer inquiries and assist with customer requests on a wide variety of available vehicles and/or equipment; familiarity with industry terminology and offerings as well as vehicle/equipment specifications needed.
- Assist with records management in areas such as assembling/creating routing and archiving contract files on Google Drive, WebSTR or comparable electronic data storage system (e.g. Electronic Data Management System (EDMS))
- Create reports using government databases and query tools such as but not limited to MySQL Workbench.
- Provide upon request a listing of available vehicles/equipment with ceiling pricing and assist the customer with related factors such as length of trip, freight/passenger requirements, vehicle or equipment pickup/delivery and fuel card use.
- Maintain and update fleet management information systems and ensure data integrity across all fleet management platforms.
Qualifications
Necessary Skills and Knowledge:
- Demonstrated ability to manage operational performance metrics.
- Proficient in the use of Microsoft Office Suite, particularly Excel, Google Suite tools and must also be familiar with the Windows operating system
- Working knowledge consists of basic navigational, formatting and analysis skills.
- Working technical knowledge of a wide variety of motor vehicles and rental equipment to include, but not limited to, aerial lifting, earth moving, forklifts, cranes, generators. This specifically includes familiarity with industry terminology and vehicle/equipment specifications and capabilities.
- Proficiency in Adobe Acrobat
- Experience navigating the following federal systems: SAM.gov and FPDS.gov.
- Strong written and verbal communication skills
- Demonstrated ability to manage high call volumes and dynamic program changes
- Experience working with rental car, fleet, or equipment rental agencies required
- Advanced communication, leadership, and problem resolution skills
Minimum Qualifications:
- Bachelor's degree preferred; extensive relevant professional experience may be substituted in lieu of formal education
- 7-10 years of experience in customer service, logistics operations, or call center environments, with demonstrated supervisory or team leadership experience
Pay and Benefits
The annual pay range for this position is $110,000 to $130,000.
At Goldbelt, we value and reward our team's dedication and hard work. We provide a competitive base salary commensurate with your qualifications and experience. As an employee, you'll enjoy a comprehensive benefits package, including medical, dental, and vision insurance, a 401(k) plan with company matching, tax-deferred savings options, supplementary benefits, paid time off, and professional development opportunities.
G
Goldbelt Incorporated
Goldbelt, Incorporated is an urban Alaska Native, for‐profit corporation headquartered in Juneau, Alaska. Incorporated on January 4, 1974 following the Alaska Native Claims Settlement Act (ANCSA), Goldbelt’s primary mission is to manage assets and conduct business for the benefit of its more than 3,600 shareholders. Goldbelt first ventured into the logging and timber industry but later expanded its operations into tourism, which still remains an integral part of its operations. Today, the majority of Goldbelt’s revenue and income derives from government contracting and services.
Goldbelt’s shareholder base consists of Alaska Natives who are of Tlingit and Haida descent. The Tlingit and Haida tribes are the indigenous people of Southeast Alaska, whose rich history spans more than ten thousand years in the region. Goldbelt shareholders own the entire 272,000 shares of Goldbelt stock, representing assets in excess of $100 million in addition to over 32,000 acres of land in the vicinity of Juneau. Goldbelt seeks to honor and preserve the Tlingit culture - its history, art, dance, legends, and the traditions of its Alaska Native shareholders. Learn more about Goldbelt Heritage.
The company is named after a richly mineralized zone in Southeast Alaska that encompasses 33,000 acres of Goldbelt’s land holdings— an area that stretches along the mainland from Frederick Sound to Berners Bay. Learn more about Goldbelt Lands.