Tier 1 Customer Service Representative

Leidos

2d • Onsite

About The Position

The Digital Modernization Sector has an opening for a Tier 1 Customer Service Representative. This role is experienced and responsible for answering Tier 1 customer inquiries. The CSR will provide Tier 1 service desk support for insurance issuers, Agents and Web brokers, CMS/CCIIO application users, Health Insurance Exchanges and state agencies. Inquiries are received via phone, 1-855-CMS-1515 (1-855-267-1515), or email, [email protected]. The role involves providing account access support, such as password resets and unlocking accounts for various marketplace applications including COTS products. User inquiries will be logged in Service Now and assigned to the right groups internally before assigning to Tier 2 support. The CSR will triage inquiries by marketplace functions and assign them to the right marketplace systems/CCIIO business groups as applicable, using skills and knowledge provided by training. They will provide general policy information supplied by business owners and Tier 2 systems, and process guidance to requesters based on information provided by CMS/CCIIO business owners and Tier 2 support teams. The role requires responding effectively and accurately to or properly routing IT inquiries and escalations for The Centers for Medicaid and Medicare Services Marketplace Service Desk. The CSR will provide customers with accurate and complete responses, ticket status information, while meeting and exceeding service expectations. They will utilize a Knowledge Base to locate scripted answers and thoroughly document information into the database. Requests will be escalated to appropriate IT departments throughout the CMS Marketplace Service Desk organization to prevent work stoppage due to technology challenges. The CSR will provide guidance to customers on next steps and summarize the contact, including responses and referrals. The role also includes providing account access support, such as password resets and unlocking accounts for various marketplace applications including COTS products. User inquiries will be logged in Service Now and assigned to the right groups internally before assigning to Tier 2 support. The CSR will support triage inquiries by marketplace functions and assign them to the right marketplace systems/CCIIO business groups as applicable, using skills and knowledge provided by training.

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.

Nice To Haves

• CxOne and ServiceNow knowledge a plus.
• High volume IT Support experience.

Responsibilities

• Provide Tier 1 service desk support for insurance issuers, Agents and Web brokers, CMS/CCIIO application users, Health Insurance Exchanges and state agencies.
• Provide account access support, such as password resets and unlocking accounts for various marketplace applications including COTS products.
• 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.
• 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.

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.
• competitive compensation
• Health and Wellness programs
• Income Protection
• Paid Leave
• Retirement

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED