Tier 1 Customer Service Representative

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.