Customer Service Representative

Leidos•Kansas City, MO

18d•Onsite

About The Position

The NISC IV program at Leidos is seeking a Customer Service Representative to support the FAA customer's Business Operation Center (BOC). This is an onsite position in the Kansas City office 5 days per week. In this role you will perform the following duties: Provide high-level customer support of the Benefits Operation Center (BOC) call center function, answering calls, providing various federal benefit, retirement, and HR information to customers. Direct customers to links and web pages for additional information and/or elevate complex issues to a BOC HR Assistant or Specialist for additional support. Research and assist with the preparation of documentation regarding policies and procedures for Benefits/HR. Certifies and processes a variety of benefit forms for FAA customers, to include Temporary Continuation of Coverage determination and coordination. Researches benefit and HR policies and procedures for use in answering inquiries. Maintains and updates customer files and follows up on relevant documentation. Research benefit and HR policies and procedures for use in answering inquiries Support the BOC and it's clients in various administrative and clinical matters related to the operation of the BOC. Work with BOC management to resolve issues and coordinate processes in support of the BOC mission and FAA customers. Note: These duties are not a complete list. There may be other required duties as well.

Requirements

Typically requires high school diploma or equivalent and 3 – 5 years of prior relevant experience
Ability to obtain a Public Trust clearance

Nice To Haves

Bachelor's degree is preferred
Prior Federal benefits and customer service experience preferred

Responsibilities

Provide high-level customer support of the Benefits Operation Center (BOC) call center function, answering calls, providing various federal benefit, retirement, and HR information to customers.
Direct customers to links and web pages for additional information and/or elevate complex issues to a BOC HR Assistant or Specialist for additional support.
Research and assist with the preparation of documentation regarding policies and procedures for Benefits/HR.
Certifies and processes a variety of benefit forms for FAA customers, to include Temporary Continuation of Coverage determination and coordination.
Researches benefit and HR policies and procedures for use in answering inquiries.
Maintains and updates customer files and follows up on relevant documentation.
Support the BOC and it's clients in various administrative and clinical matters related to the operation of the BOC.
Work with BOC management to resolve issues and coordinate processes in support of the BOC mission and FAA customers.