Category: Customer Service
Clearance: Public Trust
Telecommute: Remote work allowed 100%
About Peraton
Peraton is a next-generation national security company that drives missions of consequence spanning the globe and extending to the farthest reaches of the galaxy. As the world’s leading mission capability integrator and transformative enterprise IT provider, we deliver trusted, highly differentiated solutions and technologies to protect our nation and allies. Peraton operates at the critical nexus between traditional and nontraditional threats across all domains: land, sea, space, air, and cyberspace. The company serves as a valued partner to essential government agencies and supports every branch of the U.S. armed forces. Each day, our employees do the can’t be done by solving the most daunting challenges facing our customers. Visit peraton.com to learn how we’re keeping people around the world safe and secure.
Program Overview
Forges tech modernization and provides support services like development, DevOps, and system integration. This program enables the agency to provide reliable and efficient services that are critical to U.S. businesses and the day-to-day lives of citizens.
About The Role
Peraton is seeking Customer Service Representative (CSR) to join our team supporting the USPS.com and associated applications. CSRs will provide technical assistance to end-users on products and services via live chat sessions and emails inquiries. The successful candidate must allocate his/her own time efficiently and will receive general instructions on all work.
The ideal candidate will provide problem resolution via email and/or live chat response using knowledgebase and template responses that are created to instantly respond to chat sessions and/or email inquiries. Selects appropriate methods from a variety of procedures or makes simple adaptations and interpretations. Reports to the Internet Customer Care Center (IC3) Help Desk Team Lead.
Day to Day Work Responsibilities:
- Deliver customer satisfaction by resolving technical issues and meeting end-users' needs utilizing using the provided software and Knowledgebase
- Ensure that end-user problems are resolved within Service Level Agreement (SLA) parameters
- Maintain end-to-end problem ownership of chat and email sessions
- Work in one or multiple work queues over various customer contact channels;
- Escalate issues promptly to appropriate support teams when needed
- Ensure compliance with all company and government policies and procedures
- Collaborate with Customer Support team colleagues and other support organizations as required.
- Performs other related tasks as assigned.
This is a remote position that must be performed within 50 miles of an existing Peraton facility. Peraton will provide all necessary hardware, software, and training for the role. The candidate must have a stable, dependable internet connection and a suitable workspace free from distractions to effectively perform remote work.
The following states are eligible for this position: Alabama, California, Colorado, Florida, Georgia, Indiana, Massachusetts, Maryland, Missouri, Mississippi, Montana, North Carolina, Nebraska, New Hampshire, New Jersey, New Mexico, Ohio, Pennsylvania, Tennessee, Texas, Utah, and Virginia.
Qualifications
Basic Qualifications:
- High school graduate or equivalent
- U.S. Citizenship required with the ability to obtain and maintain a Public Trust clearance
- Previous customer service experience
- Ability to type 45 WPM
- Skilled in accurately documenting ticketing information with minimal errors
- Capable of working independently, meeting productivity goals, and managing time effectively
- Strong verbal and written communication skills
- Attention to detail and a positive attitude
- Ability to successfully manage and prioritize multiple tasks simultaneously
- Proficiency in using Windows-based applications and Microsoft Office
- Flexibility to work weekends and/or rotating schedules if required
Preferred Qualifications:
- Help desk/service desk experience desirable.
- Live Chat and/or any Customer Relationship Management (CRM) software tools.
- Degree from an accredited College / University preferred.
Details
Target Salary Range: $30,000 - $48,000. This represents the typical salary range for this position based on experience and other factors.
EEO: Equal opportunity employer, including disability and protected veterans, or other characteristics protected by law.
