Customer Service Representative
Job Description
Responsibilities
Peraton is seeking Customer Service Representative (CSR) to join our team supporting the USPS.com and associated applications. CSRs will provide technical assistance to end-users on products and services via live chat sessions and emails inquiries. The successful candidate must allocate his/her own time efficiently and will receive general instructions on all work.
The ideal candidate will provide problem resolution via email and/or live chat response using knowledgebase and template responses that are created to instantly respond to chat sessions and/or email inquiries. Selects appropriate methods from a variety of procedures or makes simple adaptations and interpretations. Reports to the Internet Customer Care Center (IC3) Help Desk Team Lead.
Day to Day Work Responsibilities:
- Deliver customer satisfaction by resolving technical issues and meeting end-users’ needs utilizing using the provided software and Knowledgebase
- Ensure that end-user problems are resolved within Service Level Agreement (SLA) parameters
- Maintain end-to-end problem ownership of chat and email sessions
- Work in one or multiple work queues over various customer contact channels;
- Escalate issues promptly to appropriate support teams when needed
- Ensure compliance with all company and government policies and procedures
- Collaborate with Customer Support team colleagues and other support organizations as required.
- Performs other related tasks as assigned.
This is a remote position that must be performed within 50 miles of an existing Peraton facility. Peraton will provide all hardware, software, and training required for the position. Candidate must have stable, dependable Internet and sufficient workspace free of undue distractions required to perform remote work.
The states included in the list are Alabama, California, Colorado, Florida, Georgia, Indiana, Massachusetts, Maryland, Missouri, Mississippi, Montana, North Carolina, Nebraska, New Hampshire, New Jersey, New Mexico, Ohio, Pennsylvania, Tennessee, Texas, Utah, and Virginia.
Qualifications
Basic Qualifications:
- High school graduate or equivalent and a minimum of one year customer service experience is required.
- Must be a U.S.Citizen and have the ability to obtain and maintain a Public Trust clearance.
- Type 45 WPM
- Ability to accurately document ticketing information with minimal errors and/or rework.
- Ability to work independently, achieve productivity goals, and manage one’s time.
- Communicate effectively, both orally and in writing.
- Attention to detail and a positive attitude.
- Possesses the ability to successfully manage and prioritize concurrent task.
- Proficiency using windows-based applications and software (Microsoft Office).
- Must be able to work on weekends and/or on rotating schedules if required.
Preferred Qualifications:
- Help desk/service desk experience desirable.
- Live Chat and/or any Customer Relationship Management (CRM) software tools.
- Degree from an accredited College / University preferred.
Target Salary Range
$30,000 – $48,000. This represents the typical salary range for this position based on experience and other factors.
SCA / Union / Intern Rate or Range
EEO
An Equal Opportunity Employer including Disability/Veteran.
Our Values
Benefits
At Peraton, our benefits are designed to help keep you at your best beyond the work you do with us daily. We’re fully committed to the growth of our employees. From fully comprehensive medical plans to tuition reimbursement, tuition assistance, and fertility treatment, we are there to support you all the way.
- Paid Time-Off and Holidays
- Retirement
- Life & Disability Insurance
- Career Development
- Tuition Assistance and Student Loan Financing
- Paid Parental Leave
- Additional Benefits
- Medical, Dental, & Vision Care