Experienced EFAST2 Customer Service Specialist II – Delivering Expert Support for ERISA Filing Acceptance System 2 and Driving Success in a Dynamic Remote Environment

Welcome to blithequark

Imagine being part of a team that makes a real difference in the lives of employee benefit plan administrators and the U.S. Department of Labor (DOL) and the Internal Revenue Service (IRS). At blithequark, we are committed to providing exceptional customer service and support for the ERISA Filing Acceptance System 2 (EFAST2), a critical system used for the submission, receipt, and processing of the Form 5500 Series Annual Return/Report. As a leader in our industry, we are seeking an experienced and skilled EFAST2 Customer Service Specialist II to join our team and contribute to our mission of delivering outstanding service and support.

About the Role

As an EFAST2 Customer Service Specialist II at blithequark, you will have the opportunity to make a personal impact by providing expert customer service to employee benefit plan administrators and others on behalf of the U.S. Department of Labor (DOL) and the Internal Revenue Service (IRS). Your role will be critical in ensuring that our customers receive the support they need to navigate the EFAST2 system and meet their annual reporting requirements under the Employee Retirement Income Security Act (ERISA) and the Internal Revenue Code. You will be working in a dynamic remote environment, collaborating with a team of experienced professionals who are passionate about delivering exceptional customer service.

Key Responsibilities

• Consistently demonstrate effective telephone communications with the EFAST2 filing public, providing clear and concise information to EFAST2 callers
• Exhibit strong problem-solving capabilities with the EFAST2 filing public, working independently to resolve issues and meet contractually required performance standards
• Receive and utilize regular feedback from supervisors and quality team for continuous improvement, maintaining a positive attitude and working well under pressure
• Escalate complex questions to more experienced specialists and government agencies, using software applications to receive calls, document questions and responses, and access resources
• Maintain excellent attendance to provide consistent, reliable support during hours of limited coverage, including single coverage

What You'll Need to Succeed

To be successful in this role, you will need to possess a strong and diverse skillset, including:

• Education: High School Diploma/GED
• Required Experience: 1+ years of related experience (call center or helpdesk)
• Security Clearance Level: Ability to attain Minimum Background Investigation (MBI) public trust clearance, including travel to a U.S. Department of Labor approved USAccess location for fingerprinting and PIV (Personal Identity Verification) card issuance
• Ability to demonstrate a minimum of 20 WPM typing speed
• Ability to communicate effectively in both written and verbal English, displaying professional phone demeanor and email etiquette
• Ability to acquire knowledge quickly through self-directed learning and individual training
• Ability to provide unscripted responses to effectively communicate information
• Excellent interpersonal and organizational skills
• Ability to collaborate and work as a member of a team
• Working experience with Microsoft Office, including Outlook, Word, Excel, and Teams

Preferred Skills

In addition to the required skills, we are looking for candidates with:

• Working experience with Salesforce (or other CRM) and a knowledge base or content management system
• Knowledge of the EFAST2 system and the Form 5500 Series Annual Return/Report
• Experience working in a remote or hybrid environment

What We Offer

At blithequark, we are committed to providing our employees with a comprehensive compensation package, including:

• Competitive salary
• 401K with company match
• Comprehensive health and wellness packages
• Internal mobility team dedicated to helping you own your career
• Professional growth opportunities including paid education and certifications
• Cutting-edge technology you can learn from
• Rest and recharge with paid vacation and holidays

Our Culture

At blithequark, we pride ourselves on our dynamic and supportive work environment. We believe in fostering a culture of collaboration, innovation, and continuous learning, where our employees can thrive and grow. As a remote or hybrid team member, you will have the opportunity to work with a talented and diverse group of professionals who are passionate about delivering exceptional customer service.

How to Apply

If you are a motivated and experienced customer service professional looking for a new challenge, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, to be considered for this role. We look forward to hearing from you and exploring how you can contribute to our team's success.

Your Future Starts Here

Don't miss out on this exciting opportunity to join our team and make a real difference in the lives of our customers. Apply now and take the first step towards a rewarding and challenging career with blithequark.