# Tier 1 Customer Service Representative

**Company**: Leidos
**Location**: 6314 Remote/Teleworker US
**Work arrangement**: remote
**Job type**: full-time
**Salary**: $35,100.00 - $63,450.00
**Category**: Customer Service

**Apply**: https://leidos.wd5.myworkdayjobs.com/en-US/External/job/6314-RemoteTeleworker-US/Tier-1-Customer-Service-Representative_R-00193175?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_659ea072-571

## Description

The Digital Modernization Sector at Leidos has an opening for a Tier 1 Customer Service Representative.

The Tier 1 Customer Service Representative (CSR) will be an experienced representative responsible for answering Tier 1 customer inquiries.

Responsibilities:

- 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 or email.

- Provide account access support, such as password resets and unlocking accounts for various marketplace applications.

- Triage inquiries by marketplace functions and assign to the right marketplace systems/CCIIO business groups as applicable.

- Provide general policy information supplied by the business owners and Tier 2 systems.

- 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.

- Provides guidance to customer on next steps as well as summarizes the contact including the responses and the referrals.

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 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.

Desired Skills:

- 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 success.

- Tuition reimbursement based on Leidos policy.

- Discounted Leidos stock purchase and other Employee Discounts.

## Skills

### Required
- customer service
- Microsoft systems
- multi-tasking
- communication
- problem-solving

### Nice to have
- CxOne
- ServiceNow
- high-volume IT Support

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Source: [Apply at leidos.wd5.myworkdayjobs.com](https://leidos.wd5.myworkdayjobs.com/en-US/External/job/6314-RemoteTeleworker-US/Tier-1-Customer-Service-Representative_R-00193175?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)