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