Customer Service Representative III

Serco USA is a leading provider of government services, and they are seeking a Customer Service Representative III to join their team. The role involves providing high-quality support to customers regarding their retirement pensions and handling complex inquiries in a professional manner.

Responsibilities:

• Answer and address participant inquiries in a courteous, professional manner
• Utilize and follow established call resolution procedures based on the type of call received
• Conduct research in support of participant needs to address their needs in an accurate and timely manner
• Address and resolve participant issues that may fall outside the scope of standard screens, scripts, and procedures
• Have familiarity with and help support the promotion of PBGC services
• Address highly complex calls, to include all necessary research
• Conduct participant call backs per the call back schedule
• Navigate and utilize computerized data entry systems or other relevant applications to support customer service
• Accurately capture customer interactions in the appropriate system in a timely manner

Requirements:

• High school diploma, or an Associate Degree in a closely related field from an accredited institution from an accredited institution
• Two years of call center or quality assurance training experience may be substituted for a degree
• Two years of experience as a Customer Service Representative or at least one year demonstrated experience to handle inquiries that are moderately complex, or unusual problems requiring a customized communication solution or information and assisting Level 1 and Level 2
• Previous experience working on the PBGC contract
• Ability to obtain and maintain a Public Trust clearance
• Candidates must be located in one of the following states: OH, FL, WV, VA, MD, DC, DE, CA, PA, IA, TN, GA, CO, MN, TX, IL, KY, ME, NC, or MA