Job Closed

This listing is no longer active.

Leidos logo
Leidos

Leidos is an innovation company rapidly addressing the world’s most vexing challenges in national security and health.

Customer Service Representative

Customer SupportCustomer SupportFull TimeRemoteJuniorTeam 10,001+Since 1969H1B SponsorCompany SiteLinkedIn

Location

United States

Posted

72 days ago

Salary

$1.8K / hour

Seniority

Junior

High School1 yr expExperience acceptedEnglishServiceNow

Job Description

Customer Service Representative

Leidos

• 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 are received via phone, 1-855-CMS-1515 (1-855-267-1515), or email, CMS_FEPS@cms.hhs.gov. • Provide account access support, such as password resets and unlocking accounts for various marketplace applications including COTS products such as TIBCO MFT. • Log user inquiries in Service Now and assign to the right groups internally before assigning to Tier 2 support. • Triage inquiries by marketplace functions and assign to the right marketplace systems/CCIIO business groups as applicable - skills and knowledge provided by training via our training instructors. • Provide general policy information supplied by the business owners and Tier 2 systems. • Provide process guidance to the requesters seeking help/guidance based on information provided by CMS/CCIIO business owners and Tier 2 support teams. • 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.

Job Requirements

  • 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 customer.
  • 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.

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 your success.
  • Tuition reimbursement based on Leidos policy.
  • Discounted Leidos stock purchase and other Employee Discounts.

Related Job Pages

More Customer Support Jobs

Full TimeRemoteTeam 10,001+H1B No Sponsor

• Managing Sales Lead intake from lead to close, including prequalifying incoming leads and conducting follow-up outreach via phone and email. • Preparing and delivering accurate quotes, proforma invoices, and supporting documentation in a timely manner. • Processing customer orders, validating purchase orders, and ensuring compliance with company policies. • Coordinating with internal teams to ensure timely and accurate order fulfillment. • Serving as a primary point of contact for customer inquiries regarding products, orders, and services, responding promptly and professionally. • Collaborating with internal departments to resolve issues and provide necessary information. • Managing shipping logistics, including scheduling, tracking, and ensuring timely delivery. • Handling casino/reservations registrations, ensuring accuracy and customer satisfaction. • Responding to customer requests related to documentation and general business information (e.g., W9s, banking details, equipment specifications). • Supporting special projects as required to support the organization.

California
$50K - $60K / year

Direct Support Professional

Amergis

Amergis is a healthcare staffing agency that helps connect qualified professionals to locations that need them, like healthcare facilities and schools. It speed

Customer Support72 days ago

Title: Direct Support Professional - Hybrid/Mix Shift Location: PA-Leola - Work Setting: Healthcare Facilities - Category: Aide - Job Type: Contract - Full Time - Contract Duration: 13 - Position ID: 1138935 - Est. Pay: $840 / Week Job Description:The Direct Support Personnel II assists individuals with intellectual disabilities or mental health challenges with growth and development of interpersonal skills and activities of daily living in the home, community or residential setting. The Direct Support Personnel II works directly with the resident and provides supports for activities of daily living and adaptive skills. The Direct Support Personnel II should follow the guidance of the resident/ patients Individual Service Plan. Minimum Requirements: - High School diploma or its equivalent - Valid driver’s license - Valid and current auto insurance - Complies with all relevant professional standards of practice - Current CPR if applicable - TB questionnaire, PPD or chest x-ray if applicable - Current Health Certificate (per contract or state regulation) - Must meet all federal, state and local requirements - Must be at least 18 years of age - Demonstrates ability to prioritize tasks Benefits At Amergis, we firmly believe that our employees are the heartbeat of our organization and we are happy to offer the following benefits: - Competitive pay & weekly paychecks - Health, dental, vision, and life insurance - 401(k) savings plan - Awards and recognition programs *Benefit eligibility is dependent on employment status. About Amergis Amergis, formerly known as Maxim Healthcare Staffing, has served our clients and communities by connecting people to the work that matters since 1988. We provide meaningful opportunities to our extensive network of healthcare and school-based professionals, ready to work in any hospital, government facility, or school. Through partnership and innovation, Amergis creates unmatched staffing experiences to deliver the best workforce solutions. Amergis is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.

Pennsylvania
$0 / week
Full TimeRemoteTeam 10,001+Since 1978H1B No Sponsor

• Serás la voz de nuestra marca, resolviendo consultas sobre pedidos, estados de entrega y garantías • Brindarás una atención multicanal premium (voz, chat y correo electrónico) • Garantizar una experiencia de usuario excepcional en cada interacción

Peru
S/1.1K / month
Haier Group logo

Inbound Customer Service Agent

Haier Group

Known as one of the largest appliance brands in the United States, GE Appliances is an appliance manufacturer tracing its roots to the early 1900s when General

Customer Support72 days ago

Title: Inbound Customer Service Agent-Bodewell Remote Location: UT-Salt Lake City Full time Job requisition id REQ-25648 Job Description: At GE Appliances, a Haier company, we come together to make “good things, for life.” As the fastest-growing appliance company in the U.S., we’re powered by creators, thinkers and makers who believe that anything is possible and that there’s always a better way. We believe in the power of our people and in giving them the freedom to explore, discover and build good things, together. The GE Appliances philosophy, backed by three simple commitments defines the way we work, invent, create, do business, and serve our communities: we come together, we always look for a better way, and we create possibilities. Interested in joining us on our journey? Since 1990, Advanced Services Inc. (ASI) has been providing excellent customer service to GE Appliances consumers by resolving questions, troubleshooting issues, and supporting product and service needs. In this role, agents handle high-volume inbound calls that combine customer service with inbound sales, including identifying opportunities to upsell products, services, warranties, and memberships while delivering a positive customer experience. During that time, we have developed a culture of celebrating and rewarding our employees. We are leaders in positioning talent for exciting career paths and promotional opportunities. At ASI, our mission is to create happiness and well-being in every home. This is a 100% remote position. Opportunities are available for candidates residing within these states: Utah, South Dakota, Texas, Oklahoma, Tennessee, Mississippi, Kentucky, Ohio, and South Carolina. Commitment to all training days is mandatory; no absences are permitted during this period. Benefits & Perks: • Paid on-the-job training and mentoring • Work-from-home opportunity (equipment provided) • No weekend shifts • Paid time off • Medical, dental, vision, and prescription benefits eligibility on day one of employment • 401(k) program with company match • Short-term and long-term disability • Life insurance • Appliance discount program • Tuition reimbursement • Gym membership reimbursement • Career growth opportunities Location USA, Memphis, TNUSA, Austin, TX, USA, Columbia, SC, USA, Columbus, OH, USA, Jackson, MS, USA, Louisville, KY, USA, Nashville, TN, USA, Oklahoma City, OK, USA, Salt Lake City, UT, USA, Sioux Falls, SD How You'll Create Possibilities As an Inbound Customer Service Agent with ASI/GE Appliances, you will provide direct support to GE Appliances Owners with a strong focus on sales and service by balancing customer service and inbound sales by identifying opportunities to upsell products and services while consistently meeting defined sales performance metrics and KPIs as a core requirement of the role. Responsibilities include providing product information, registration support, as well as service, parts, delivery, and dealer location inquiries. Concierge agents will provide resolution to owner issues through troubleshooting, sales, service, referrals and providing minor concessions. This position will provide limited support to Non-GE Appliance branded appliance owners. - Assigned Shift: 8 hour shifts, 5 days a week, 10:30 AM to 7:00 PM (CST) with weekends off. - We offer a base rate of $15.00/hour+ incentives based on your quality scores - paid weekly. - 9-week full-time training shift: Monday to Friday, 8:00 AM to 4:30 PM (CST), 5 days a week. Commitment to all training days is mandatory; no absences are permitted during this period. - This role is required to participate in a shift bid twice a year to change schedules during our business hours of 7am-7pm CST. You must be available to work any shift between our business hours. After 9 weeks of training, you will utilize multiple Windows-based programs and other internal applications to: - Drive owner focused solutions for customer issues; utilizing creativity and judgment-based reasoning skills by receiving incoming calls, e-mails, chats or written inquiries and provide answers to contact inquiries related to product information, service, pre & post purchase and sales of parts, product and services - Follows established guidelines, but when needed take partnership to implement concession guidelines that are in the best interest of the owner and GE Appliances, using GE Appliances contact center systems - Create, update and retrieve owner records for logging facts surrounding complaints, actions and resolutions - Proactively provide feedback to Quality and Training to help keep training processes and materials updated - Adhere to safety policies and procedures to ensure a safe work environment for all - Support other parts of the business, such as directed - Other duties as assigned What You'll Bring to Our Team - One-year relevant working experience in a customer service or sales environment - Must be a take-charge person, a self-starter, one who takes initiative with in-depth knowledge of processes and procedures, and execute strong follow through to resolve owner issues - Requires ability to research, analyze data and make sound decisions relating to escalated owner matters while using good judgment to assist owners in a professional manner - Requires a high degree of concentration and attention to detail to manage daily activity - Excellent team player with verbal, written and interpersonal skills, with ability to interact with owners at all levels within the organization - Maintain professional interactions to promote and secure brand loyalty for GE Appliance Branded Products - Acts with integrity, seeks leadership guidance as necessary to execute job responsibilities - Familiarity with web-based systems to retrieve data for troubleshooting and resolution, comfortable navigating through multiple systems at once - Ability to effectively work at home - Computer skills to include: MS Office Suite and ability to navigate multiple systems and screens Requirements for Remote Work Environment - Dedicated work area that is quiet and spacious enough for ASI-provided equipment (i.e., dual monitors, keyboard, mouse, cords, and an ethernet cord) - A local internet provider and an ethernet connection: no Satellite, Pre-paid, or DSL internet connections allowed due to security issues Soft Skills  - Passion for helping customers and problem-solving - Flexible with the ability to take direction from management yet work independently to achieve goals - Active listening skills and the ability to ask questions  - Conflict resolution skills; negotiation skills; and time management skills - Flexibility, being the ability to adapt to change. Critical thinking skills  - Desire to work in a team environment towards common goals - Ability to remain calm and show empathy while handling challenging customer concerns  Requirements for Remote Work Environment - Dedicated distraction free work area that is quiet and spacious enough for ASI-provided equipment (i.e., dual monitors, keyboard, mouse, cords, and an ethernet cord) - WFH environment with lighting and climate-controlled temperatures. - A local internet provider and an ethernet connection: no Satellite, Pre-paid, or DSL internet connections allowed due to security issues Internet Speed Requirements:  - Ping 50 Mbps or lower - Download 50 Mbps or higher - Upload 15 Mbps or higher Our Culture Our work is centered on our People and Culture as reflected in our Zero Distance philosophy and we recognize the importance of reaffirming our commitment to inclusion and diversity (I&D). This underscores our commitment to fostering an environment where every individual feels valued, connected, and empowered to contribute, while positioning our organization to adapt seamlessly to the evolving needs of our workforce and communities. This reflects our dedication to creating solutions that: Empower colleagues by fostering an environment where all voices are heard, valued, and encouraged to contribute. Strengthen communities where we live and work. Reinforce a culture of belonging, purpose, and engagement. Reflect the diversity of the communities we serve through our workforce, products, and practices. By further embedding Zero Distance into our People and Culture framework, we will continue to build a deeply connected organization. We are cultivating a culture of engagement, belonging, and connection, because while attracting new talent remains a priority, retention is a cornerstone of our strategy. GE Appliances is a trust-based organization. It is important we offer our employees the flexibility they need to do their best work while balancing the needs of the business and individuals. When you join GE Appliances, you will have the opportunity to work with your leader to create a flexible work arrangement that balances the needs of the individual, team, and organization. GE Appliances is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law. GE Appliances participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S

Utah
$0 / hour