Call Center Service Representative 3 (SCA)

Peraton•,

1d•$39,000 - $62,000•Remote

About The Position

Peraton is seeking Customer Support Representatives to support the Department of Defense’s Defense Travel Management Office (DTMO) Travel Assistance Center (TAC), which supports Department of Defense temporary duty (TDY) travel through the Defense Travel System (DTS). This is a 100% remote position. Representatives provide customer support by phone and chat, answering questions and inquiries, handling complaints, troubleshooting problems, and providing non-technical information. They may support general inquiries as well as reservations, financial matters, or technical matters, and may work across one or multiple queues or skill sets.

Requirements

2–4 years of work experience with a high school diploma.
High school-level reading, writing, and analytical skills.
Excellent communication skills.
Must be a U.S. citizen.
Must have an active Public Trust with a Tier III Background Investigation.
Experience with problem solving.
Experience with customer solutions.
At least 3 years of experience on the Travel Assistance Center program.
At least 3 years of experience with government travel systems.
At least 3 years of experience with the Defense Travel System.
At least 3 years of experience with RightNow.
At least 3 years of travel industry customer and technical experience.

Nice To Haves

At least 5 years of experience on the Travel Assistance Center program.
At least 5 years of experience with government travel systems.
At least 5 years of experience with the Defense Travel System.
At least 5 years of experience with RightNow.
At least 5 years of travel industry customer and technical experience.
At least 5 years of experience with government financial systems.
At least 5 years of experience with Global Distribution Systems (GDSs).

Responsibilities

Answer incoming customer calls and chats, respond to inquiries, handle complaints, troubleshoot problems, and provide non-technical information.
Respond to customer inquiries, provide product and service information, and process orders, forms, and applications.
Make outbound service calls to potential customers as needed.
Use mechanized systems to initiate and complete service orders and handle customer requests.
Research required information using available resources.
Identify and escalate priority issues and complaints.
Follow up on customer calls where necessary.
Complete call logs and produce call reports and/or metrics.
Work in one or multiple queues or skill sets, such as general support, travel reservations, or finances.
Assist in training new employees as needed.

Benefits

Medical benefits
Dental insurance
Vision insurance
Life insurance
Health savings account
Short- and long-term disability
Employee Assistance Program (EAP)
Parental leave
401(k)
Paid time off (PTO) for vacation
Company-paid holidays
Employees may be eligible for overtime, shift differential, and a discretionary bonus, depending on the position.