Customer Service Representative

GCC Technologies, founded in 1997 with headquarters in Oakland, Maryland, is a fast growing service-disabled Veteran owned Small Business and HUBZone company with an outstanding record of performance providing more effective and efficient acquisition, business process, administrative and security services to multiple federal agencies. GCC was recently ISO certified under ISO 9001:2015.

GCC Technologies is looking for Help Desk Customer Support to support a large case processing contract supporting the Department of Labor. This is for a pending proposal and position availability is contingent upon contract award. Anticipated Start date will be June 1,2026

• Provide complete, orderly, and traceable storage of all incoming and outgoing Help Desk inquiries and responses.
• Provide a timely initial, and, as required, final response to all customer inquiries in accordance with the Federally approved response scripts in a courteous and business-like manner.
• When necessary, conduct additional research and develop substantive response scripts for review and government approval.
• Prepare and transmit correspondence or other official responses that are timely, accurate, responsive to the customer's inquiry, and compliant with established government Standard Operating Procedures and policies.
• Gather and provide data in support of requests under Freedom of Information Act (FOIA), internal government inquiries, fraud referrals, FAQ updates, website updates, and other administrative or operational data calls.
• Research and respond to correspondence related to surety bonds and fees.
• Escalate issues to Federal staff as needed for guidance.

Qualifications:

Education:

• Bachelor Degree preferred and 1 year of call center expereince
• HS Diploma and 5 years of relevant experience
• Associate degree and 3 years relevant experience

English Language Requirement: The Contractor shall ensure all personnel performing under this

contract are able to read, write, and speak English fluently. All personnel must have the ability to

effectively communicate orally via telephone and MS Teams communications as well as via email

communications.

U.S. Citizenship: All contractor personnel performing under this contract shall be U.S. citizens

GCC Technologies LLC is an equal opportunity employer regardless of race, color, religion, creed, sex, marital status, national origin, disability, age, veteran status, on-the-job injury, sexual orientation, political affiliation or belief. Employment decisions are made without consideration of these or any other factors that employers are prohibited by law from considering. Any discriminatory action can be a cause for disciplinary action.

GCC Technologies LLC also prohibits discrimination against individuals with disabilities and will reasonably accommodate applicants with a disability, upon request, and will also ensure reasonable accommodation for employees with a disability. VETS encouraged to apply.