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Customer Service Analyst

Company: General Dynamics Information Technology
Location: Twentynine Palms
Posted on: November 16, 2021

Job Description:

**Type of Requisition:** Regular **Clearance Level Must Be Able to Obtain:** None **Public Trust/Other Required:** None **Job Family:** Customer Service **Customer Service Analyst** We are GDIT. We support and secure some of the most complex government, defense, and intelligence projects across the country. At GDIT, cyber security is not just a singular part of our mission-it connects every one of us because it's embedded into every aspect of what we do. GDIT is your place. You make it your own by bringing your ideas and unique perspective to our culture. By owning your opportunity at GDIT, you are helping us ensure today is safe and tomorrow is smarter. Our work depends on a Customer Service Analyst joining our team to support CMS Premium Stabilization Program activities at Windsor Mill, MD. The Premium Stabilization Programs (PSP) contract focuses on program support and related activities for the financial programs associated with the Patient Protection Affordable Care Act of 2010. These financial programs reside within the Centers for Medicare & Medicaid Services (CMS) Center for Consumer Information and Insurance Oversight's (CCIIO) Payment Policy and Financial Management Group (PPFMG). In this role, a typical day will include: + Providing advanced level customer support including troubleshooting complex issues via email and phone support. + Acquiring and maintaining an advanced level of knowledge of supported programs and support policies. + Performing data collection from multiple sources to respond to multifaceted inquiries. + Utilizing analytical tools and methodology to perform data analysis in support of the project. + Developing, updating, and consistently adhering to defined Service Desk standard operating procedures. + Responding to entity questions and providing follow-up support within established timeframes and using customer approved template responses. + Developing and reviewing program related documentation and knowledge base information that enhances support for recurring inquiries. + Assisting in the development and implementation of new approaches, methods, procedures, and enhancements to improve Help Desk performance and achieve optimal customer service standards. + Participating in Help Desk phone outreach activities. + Implementing follow up actions with entities with potential enrollment data errors according to the CMS-approved implementation plan. + Supporting the training process with program analysis and writing expertise. + Intake issues directly from entities or via referral from other CMS helpdesks for evaluation and resolution. + Supporting users and CMS with account registration and access. **WHAT YOU'LL NEED:** + Must have MS/MBA with 3 years or BA/BS with 5 years or AA/AS with 7 years of relevant experience related to performance of analysis of programs and information system schemes. + MS Office proficiency, to include Word and Excel + Experience with data collection, analysis and at least one CRM/Help Desk Tracking Tool (SalesForce, Sugar, Remedy, ZenDesk, ServiceNow, Pega, MS Dynamics, etc.) + Helpdesk Customer Service experience **DESIRED SKILLS:** + Excellent attention to detail required + Excellent written and verbal communication skills + Ability to exercise discretion and independent judgment in the performance of responsibilities + Experience handling multiple projects simultaneously and working in an environment that requires flexibility + Must be a self-starter who can manage priorities, work well under pressure, and meet deadlines + Maintains a professional attitude providing excellent customer service at all times, to include maintaining a good work ethic and assisting other analysts when needed + 2+ years of Health Care Industry or Centers for Medicare and Medicaid Services (CMS) experience preferred + Salesforce experience **WHAT GDIT CAN OFFER YOU:** + Full-flex work week + 401K with company match + Internal mobility team dedicated to helping you own your career + Collaborative teams of highly motivated critical thinkers and innovators + Ability to make a real impact on the world around you Not sure this job's the one for you? Check out our other openings at gdit.com/careers. We are GDIT. The people supporting some of the most complex government, defense, and intelligence projects across the country. We deliver. Bringing the expertise needed to understand and advance critical missions. We transform. Shifting the ways clients invest in, integrate, and innovate technology solutions. We ensure today is safe and tomorrow is smarter. We are there. On the ground, beside our clients, in the lab, and everywhere in between. Offering the technology transformations, strategy, and mission services needed to get the job done. GDIT is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.

Keywords: General Dynamics Information Technology, Corona , Customer Service Analyst, Hospitality & Tourism , Twentynine Palms, California

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