[Hiring] Tier 1 Customer Service Representative @Leidos

Role Description

The Tier 1 Customer Service Representative (CSR) will be an 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 received via phone, 1-855-CMS-1515 (1-855-267-1515), or email, [email protected].
• 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.
• 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.
• 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.
• Respond effectively and accurately to or properly route IT inquiries and escalations for The Centers for Medicaid and Medicare Services Marketplace Service Desk.
• Provide the customer with accurate and complete responses; provide ticket status information, while meeting and exceeding service expectations.
• Utilize a Knowledge Base to locate scripted answers and to thoroughly document information into the database.
• Escalate requests to appropriate IT departments throughout the CMS Marketplace Service Desk organization to prevent work stoppage due to technology challenges.
• Provide guidance to customers on next steps as well as summarize the contact including the responses and the referrals.

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 customers.
• Experience with thorough documentation of contact.
• Proven excellent customer service skills.
• Excellent verbal and written communications.
• Must have strong focus, dedication to research, and resolve issues.
• Excellent knowledge of computers and Microsoft systems, 40 wpm typing.
• Receptive to training for business acumen adoption, service desk operational processes, and information dissemination that aligns with a Tier 1 service desk function.
• Strong communication skills and multi-tasking skills.
• Strong verbal customer service skills.
• Must be available to work nights, holidays, and weekends.
• All candidates supporting the CMS programs must have lived in the United States at least three (3) out of the last five (5) years prior to be considered.
• Must be able to obtain and maintain a public trust clearance.

Requirements

• CxOne and ServiceNow knowledge a plus.
• High volume IT Support experience.

Benefits

• Paid Time Off (PTO) accrued based on Leidos policy, up to 3 weeks a year.
• Eleven (11) paid holidays per year.
• Access to benefits on day one including medical and dental insurance, 401K, Life, AD&D, Voluntary Disability plans.
• Ongoing training to support your success.
• Tuition reimbursement based on Leidos policy.
• Discounted Leidos stock purchase and other Employee Discounts.