Position Description
Serco has a great opportunity for you! The Call Team Level 2 Agent will be part of a dynamic team, supporting customers with processing their retirement pensions. Bring your expertise and collaborative skills to make an impact towards servicing our retirees.
Serco and PBGC protects the retirement security of over 35 million Americans in single employer and multiemployer pension plans. Our goal is to provide the highest level of customer support and to work to protect workers and retirees hard earned pension benefits.
The Customer Service Rep will be responsible for the moment-to-moment real-time management of the call center operations, managing off-phone time for PSRs by coordinating training, meetings, coaching sessions and other off-phone activities with the Supervisor staff and other members of management.
In this role, you will:
Answer calls and inquiries from the customer with concerns and questions.
Facilitates resolution to routine problems.
Maintain customer information in computer system.
Have knowledge of commonly-used concepts, practices, and procedures within a particular field.
Relies on instructions and pre-established guidelines to perform the functions of the job.
Works under immediate supervision.
Typically reports to a supervisor or manager.
Must be able to obtain and/or maintain a public trust security clearance.
During the Pandemic, teleworking is an option. However, you will be required to work onsite in Clintwood, VA (occasionally), once safety restrictions are lifted.
The hourly pay rate for this position is $17.01 plus an additional $4.22/hr for Health and Welfare (H&W).
Qualifications
To be successful in this role, you will have:
A High School diploma.
2-4 years of customer service experience.
Must have a Public Trust OR be able to obtain and maintain a Public Trust Clearance.
Hours range from 8 AM until 7 PM. Shifts vary, 8:00 AM-4:30 PM, 8:30 AM -5:00 PM, 10:30 AM-7:00 PM. (Will be required to work at least one 10:30 AM -7:00 PM shift a week).
If you are interested in supporting and working with our PBGCTeam and a passionate Serco team - then submit your application now for immediate consideration. It only takes a few minutes and could change your career!
Company Overview
Serco Inc. (Serco) is the Americas division of Serco Group, plc. Serco serves every branch of the U.S. military, numerous U.S. Federal civilian agencies, the Intelligence Community, the Canadian government, state and local governments, and commercial clients. We help our clients deliver vital services more efficiently while increasing the satisfaction of their end customers. Headquartered in Herndon, Virginia, Serco Americas has over 9,000 employees and is part of a $4 billion global business that helps transform government and public services around the world. At Serco, our employees are our most valuable asset - we listen, respect and support them throughout their career at Serco. We invite you to become part of our dynamic team. Serco is an equal opportunity employer committed to diversifying our workforce (Race/ Color/ Sex/ Sexual Orientation/ Gender Identity/ Religion/ National Origin/ Disability/ Vets).
To review Serco benefits please visit: https://www.serco.com/na/careers/benefits-of-choosing-serco .
If you require an accommodation with the application process please email: careers@serco-na.com or call the HR Service Desk at 800-628-6458, option 1. Please note, due to EEOC/OFCCP compliance, Serco is unable to accept resumes by email.
Serco does not accept unsolicited resumes through or from search firms or staffing agencies without being a contracted approved vendor. All unsolicited resumes will be considered the property of Serco and will not be obligated to pay a placement or contract fee. If you are interested in becoming an approved vendor at Serco, please email Agencies@serco-na.com .
COVID-19 Regulations: Serco complies with all applicable COVID-19 requirements. This may require employees to be vaccinated against COVID-19, provide attestations regarding vaccination status and/or COVID-19 testing, or satisfy other conditions of employment that Serco deems appropriate, and employees may be required to show proof of vaccination and/or negative COVID-19 test results as a condition of employment (except in limited circumstances where an employee is legally entitled to an accommodation).
Click here to apply now (https://careers-sercona.icims.com/jobs/51674/customer-service-representative--ii/job?mode=apply&apply=yes&in_iframe=1&hashed=-1834477830)
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ID 51674
Recruiting Location : Location US-OH-Euclid
Category Customer Service
Position Type Full-Time
Security Clearance Other
Clearance Details Ability to obtain and maintain a Public Trust.
Telework Yes - May Consider Occasional/Part Time Teleworking for this position
Campaign LPPBGC
