Customer Service Representative II

Type of Requisition:

Regular

Clearance Level Must Currently Possess:

None

Clearance Level Must Be Able to Obtain:

None

Public Trust/Other Required:

None

Job Family:

Contact Center

Job Qualifications:

Skills:

Call Center, Customer Service, Microsoft Word

Certifications:

None

Experience:

1 + years of related experience

US Citizenship Required:

No

Job Description:

Requirements:

• Ability to report to work in person with reliable transportation.
• Nesting/training will take place during the first week out of the 2610 Wycliff RD, Raleigh NC office.
• Once nesting is complete associate will transition to work from home.
• Ability to work from home which includes high speed internet and a quiet place to work that is secure.
• Able to use video during interviews, coaching, and virtual training.
• Training schedule is 8:30 – 5:00.
• After training, the work hours will be Monday - Friday 8:00 am – 5:00 pm EST.
• No time off planned during training until the end of nesting.
• Hybrid work schedule updated: x4 days a month in the office.

OWN YOUR OPPORTUNITY
Explore a career in software development at GDIT and you’ll find endless opportunities to grow alongside colleagues who share your dedication to advancing innovation.

Job Description:

Seize your opportunity to make a personal impact as a Customer Service Rep supporting North Carolina Medicaid program. GDIT is your place to make meaningful contributions to challenging projects and grow a rewarding career.

At GDIT, people are our differentiator. By joining our team, you will help provide exceptional customer experience to the provider who service the NC Medicaid community.

How a Customer Service Rep Will Make an Impact:

• Answer incoming phone calls from Medicaid providers on behalf of the State of North Carolina
• Provide accurate and appropriate information
• Completes call guides; gathers and verifies required information
• Attends telephone skills and program information training sessions
• Adheres to establish levels of service
• Adheres to established customer service and documentation standards within required time frames
• Adheres to contact center scheduling, ensuring telephone coverage during contact center hours of operation
• Performs clerical and administrative duties as assigned

What You’ll Need to Succeed:

Education:

• High School diploma or G.E.D.
   

Required Experience:

• 1 or more years of customer service or other telephone experience
   

Required Technical Skills:

• Computer software
• Call Center Telephone Technology
   

Required Skills and Abilities:

• Communication
• Problem solving
• Attendance
   

Preferred Skills:

• Customer Service
• GDIT IS YOUR PLACE
  At GDIT, the mission is our purpose, and our people are at the center of everything we do.
  ● Growth: AI-powered career tool that identifies career steps and learning opportunities
  ● Support: An internal mobility team focused on helping you achieve your career goals
  ● Rewards: Comprehensive benefits and wellness packages, 401K with company match, and competitive pay and paid time off
  ● Community: Award-winning culture of innovation and a military-friendly workplace

Frequently Asked Vendor Questions:

• What is the mission of the program/contract? To provide that one exceptional experience to the providers servicing the residents of the North Carolina Medicaid system.
• What will a typical workday look like for the Contractor? Is this a team setting? Answering inbound calls from Medicaid providers.
• What is the interview process (phone then in-person or only phone, etc.)? Phone/zoom.
• What government agency/customer does the contract support? North Carolina Medicaid.
• What is the length of the contract? What Option Year is it currently in? When is re-compete? Runs through June 2026 with three option years
• What is the Hybrid schedule? Currently 4 days a month, but can change based on need. Training is 2 weeks in length with 3 days each of those weeks in the office. Nesting is one month with 3 days each week being required in office.

The likely hourly rate for this position is between $15.30 - $20.70. 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.

Scheduled Weekly Hours:

40

Travel Required:

None

Telecommuting Options:

Hybrid

Work Location:

Any Location / Remote

Additional Work Locations:

Total Rewards at GDIT:

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 50 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.

Join our Talent Community to stay up to date on our career opportunities and events at

gdit.com/tc.

Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans