Back

customer relations Herndon, VA

Serco Group

Full Time Herndon, VA 55198 - 40741 USD ANNUAL Today

Job description

Position Description:

If you love a high energy and fast-paced environment - Serco has a great opportunity for you! The Customer Service Representatives will be on a dynamic team, supporting customers with processing their retirement pensions. Bring your expertise and collaborative skills to make an impact towards servicing our retirees.

The Pensions Benefits Guarantee Corporation (PBGC) is a government agency that protects the retirement security of over 35 million Americans in single employer and multiemployer pension plans. Serco’s goal is to provide the highest level of customer support and to work to protect the hard-earned pension benefits of workers and retirees.

The Customer Service Representative will be expected to receive complex inbound participant phone calls and provide appropriate customer service support in accordance with defined PBGC and Serco guidelines. The successful candidate will be able to provide rapid, efficient, and accurate customer service, to include research related to customer needs, in a professional manner for extended periods of time in accordance with the requirements of the contract.

In the Customer Service Representative role, you will:

Answer and address participant inquiries in a courteous, professional manner.
Utilize and follow established call resolution procedures based on the type of call received.
Conduct research in support of participant needs to address their needs in an accurate and timely manner.
Address and resolve participant issues that may fall outside the scope of standard screens, scripts, and procedures.
Have familiarity with and help support the promotion of PBGC services.
Address highly complex calls, to include all necessary research.
Conduct participant call backs per the call back schedule.
Navigate and utilize computerized data entry systems or other relevant application to support customer service.
Accurately capture customer interactions in the appropriate system in a timely manner.

Qualifications:

To be successful in this role, you will have:

A High School Diploma, or an Associate Degree in a closely related field from an accredited institution from an accredited institution. At least two (2) years of customer service or quality assurance training experience may be substituted for a degree.
Must have two (2) years of experience as a Customer Service Representative or at least one (1) year demonstrated experience to handle inquiries that are moderate complex, or unusual problems requiring a customized communication solution or information and assisting Level 1 and Level 2.

Office location is in Doral, Florida, Euclid, Ohio, or Virginia. Employees must be located in or around these locations to be considered. Telecommuting may be an option (on occasion) for those who have reliable Internet service.

If you are interested in supporting and working with our PBGC Team and a passionate Serco team - then submit your application now for immediate consideration. It only takes a few minutes and could change your career!

Company Overview:

Serco Inc. (Serco) is the Americas division of Serco Group, plc. Serco serves every branch of the U.S. military, numerous U.S. Federal civilian agencies, the Intelligence Community, the Canadian government, state and local governments, and commercial clients. We help our clients deliver vital services more efficiently while increasing the satisfaction of their end customers. Headquartered in Herndon, Virginia, Serco Americas has over 9,000 employees and is part of a $4 billion global business that helps transform government and public services around the world. At Serco, our employees are our most valuable asset - we listen, respect and support them throughout their career at Serco. We invite you to become part of our dynamic team. Serco is an equal opportunity employer committed to diversifying our workforce (Race/ Color/ Sex/ Sexual Orientation/ Gender Identity/ Religion/ National Origin/ Disability/ Vets).

To review Serco benefits please visit: https://www.serco.com/na/careers/benefits-of-choosing-serco.

If you require an accommodation with the application process please email: [email protected] or call the HR Service Desk at 800-628-6458, option 1. Please note, due to EEOC/OFCCP compliance, Serco is unable to accept resumes by email.

Serco does not accept unsolicited resumes through or from search firms or staffing agencies without being a contracted approved vendor. All unsolicited resumes will be considered the property of Serco and will not be obligated to pay a placement or contract fee. If you are interested in becoming an approved vendor at Serco, please email [email protected].

Apply Here