Customer Service Representative III

Customer Service Representative If you love a high energy and fast-paced environment Serco has a great opportunity for you! The Customer Service Representative 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 Pension Benefit 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 workers and retirees hard-earned pension benefits. The Customer Service Representative (HelpLine) 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. As a Customer Service Representative (HelpLine), 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 applications to support customer service. Accurately capture customer interactions in the appropriate system in a timely manner. In compliance with state and local laws regarding pay transparency, the hourly rate of pay is $21.54; however, Serco considers several factors when extending an offer, including but not limited to, the role and associated responsibilities, a candidate's work experience, education/training, and key skills. To be successful in this role, you will have: High school diploma, or an Associate Degree in a closely related field from an accredited institution. Two years of call center or quality assurance training experience may be substituted for a degree. Two years of experience as a Customer Service Representative or at least one year demonstrated experience to handle inquiries that are moderately complex, or unusual problems requiring a customized communication solution or information and assisting Level 1 and Level 2. Previous experience working on the PBGC contract. Ability to obtain and maintain a Public Trust clearance. Candidates must be located in one of the following states: OH, FL, WV, VA, MD, DC, DE, CA, PA, IA, TN, GA, CO, MN, TX, IL, KY, ME, NC, or MA. 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!