Customer Service Representative - job 2 of 2
Responsibilities
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.
Peraton Overview
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.
Target Salary Range
$30,000 - $48,000. This represents the typical salary range for this position based on experience and other factors.EEO
EEO: Equal opportunity employer, including disability and protected veterans, or other characteristics protected by law.Average salary estimate
If an employer mentions a salary or salary range on their job, we display it as an "Employer Estimate". If a job has no salary data, Rise displays an estimate if available.
Are you ready to make a difference with your customer service skills? Join Peraton as a Customer Service Representative and become a part of a mission-driven team supporting USPS.com and its associated applications! In this dynamic role, you'll provide technical assistance to end-users through email inquiries and live chat sessions, making sure customers feel supported and satisfied. Your day-to-day will involve resolving technical issues while adhering to Service Level Agreement parameters and ensuring end-user problems are addressed thoroughly. You won't be alone in this journey; you'll collaborate closely with your fellow Customer Support team colleagues while gaining all the necessary hardware, software, and comprehensive training. As this is a remote position, you'll enjoy the flexibility of working from your home office, given you are located within 50 miles of one of Peraton's facilities. We’re looking for individuals who can manage their time effectively, have exceptional communication skills, and are ready to tackle multiple tasks simultaneously. If you hold a high school diploma and have prior customer service experience, you might be just the person we need! Come and be part of a company that prioritizes your growth and well-being while ultimately working on missions that protect our nation. Your journey to an exciting career starts here with Peraton!
Our mission is to protect and promote freedom around the world by Securing our future, Connecting our world, Safeguarding our enterprise, Protecting our borders, Enabling commerce, Enhancing human knowledge, and Protecting our citizens.
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