Tier 1 Customer Service Representative

Job Overview

At Leidos , we deliver innovative solutions through the efforts of our diverse and talented people who are dedicated to our customers’ success. We empower our teams, contribute to our communities, and operate sustainable.

Everything we do is built on a commitment to do the right thing for our customers, our people, and our community. Our Mission, Vision, and Values guide the way we do business.

Job Description

The Digital Modernization Sector has an opening for a Tier 1 Customer Service Representative . NOTE: The hourly rate for this position is $17. 86/hr.

CSR will: Provide Tier 1 service desk support for insurance issuers, Agents and Web brokers, CMS/CCIIO application users, Health Insurance Exchanges and state agencies based on Inquiries are received via phone, 1-855-CMS-1515 (1-855-267-1515), or email, CMS_FEPS@cms.

hhs. gov .

Key Responsibilities

• At Leidos , we deliver innovative solutions through the efforts of our diverse and talented people who are dedicated to our customers’ success.
• Position requires shift flexibility to support 8am – 8pm on Monday through Friday (a 8x5 day operation) with expanded weekend operations in September and October.
• The Tier 1 Customer Service Representative (CSR ) will be experienced representative responsible for answering Tier 1 customer inquiries.
• CSR will: Provide Tier 1 service desk support for insurance issuers, Agents and Web brokers, CMS/CCIIO application users, Health Insurance Exchanges and state agencies based on Inquiries are received via phone, 1-855-CMS-1515 (1-855-267-1515), or email, CMS_FEPS@cms.hhs.gov .
• Provide account access support, such as password resets and unlocking accounts for various marketplace applications including COTS products such as TIBCO MFT Log user inquiries in Service Now and assign to the right groups internally before assigning to Tier 2 support.
• Provide general policy information supplied by the business owners and Tier 2 systems Provide process guidance to the requesters seeking help/guidance based on information provided by CMS/CCIIO business owners and Tier 2 support teams.
• Provide account access support, such as password resets and unlocking accounts for various marketplace applications including COTS products.
• Log user inquiries in Service Now and assign to the right groups internally before assigning to Tier 2 support.

Required Skills and Qualifications

• The Tier 1 Customer Service Representative (CSR ) will be experienced representative responsible for answering Tier 1 customer inquiries.
• Triage inquiries by marketplace functions and assign to the right marketplace systems/CCIIO business groups as applicable - skills and knowledge provided by training via our training instructors.
• Utilize a Knowledge Base to locate scripted answers and to thoroughly document information into the database.
• Support triage inquiries by marketplace functions and assign to the right marketplace systems/CCIIO business groups as applicable - skills and knowledge provided by training via our training instructors.
• Required Qualifications: GED or higher.
• At least 1 year of customer service experience using multiple systems to identify solutions for the customer and the ability to manage multiple systems, tabs and issues at one time.
• Experience with follow up and closure for customer.
• Experience with thorough documentation of contact.

Benefits and Perks

• CSR will: Provide Tier 1 service desk support for insurance issuers, Agents and Web brokers, CMS/CCIIO application users, Health Insurance Exchanges and state agencies based on Inquiries are received via phone, 1-855-CMS-1515 (1-855-267-1515), or email, CMS_FEPS@cms.hhs.gov .
• Come join our rapidly growing team and enjoy these benefits: Paid Time Off (PTO) accrued based on Leidos policy, up to 3 weeks a year.
• Access to benefits on day one including medical and dental insurance, 401K, Life, AD&D, Voluntary Disability plans.
• Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.

Work Location and Schedule

This role is listed as Remote USA with location information shown as Remote USA. The employment type is Full Time.

About the Company

Leidos is the organization connected with this listing. USA Jobs Today displays this opportunity for job discovery only, so applicants should verify company details, application instructions, and eligibility on the official employer website.