Customer Service Representative III

Position Description & Qualifications

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 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!

Company Overview

Serco Inc. (Serco) is the Americas division of Serco Group, plc. In North America, Serco’s 9,000+ employees strive to make an impact every day across 100+ sites in the areas of Defense, Citizen Services, and Transportation. We help our clients deliver vital services more efficiently while increasing the satisfaction of their end customers. Serco serves every branch of the U.S. military, numerous U.S. Federal civilian agencies, the Intelligence Community, the Canadian government, state, provincial and local governments, and commercial clients. While your place may look a little different depending on your role, we know you will find yours here. Wherever you work and whatever you do, we invite you to discover your place in our world. Serco is a place you can count on and where you can make an impact because every contribution matters.

To review Serco benefits please visit: . If you require an accommodation with the application process please email: View email address on click.appcast.io or call the HR Service Desk at View phone number on click.appcast.io, option 1. Please note, due to EEOC/OFCCP compliance, Serco is unable to accept resumes by email.

Candidates may be asked to present proof of identify during the selection process. If requested, this will require presentation of a government-issued I.D. (with photo) with name and address that match the information entered on the application. Serco will not take possession of or retain/store the information provided as proof of identity. For more information on how Serco uses your information, please see our Applicant Privacy Policy and Notice.

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 View email address on click.appcast.io .

Serco is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.

Pay Transparency

Our Total Rewards package includes competitive pay, performance-based incentives, and benefits that promote well-being and work-life balance—so you can thrive both professionally and personally. Eligible employees also gain access to a wide range of benefits from comprehensive health coverage and health savings accounts to retirement plans, life and disability insurance, and time-off programs that support work-life balance. Program availability may vary based on factors such as contract type, location, hire date, and applicable collective bargaining agreements.

Salary range: The hourly amount for this position can be found at the top of this posting. This role is covered by the Service Contract Act. For positions on this contract, we will pay the prevailing wage rate for the location in which the employee is working, as determined by the Department of Labor and the Wage Determination (WD). The wage rate will vary depending on the locality. Additionally, you will receive Health and Welfare Benefits based on the WD for the contract. Benefits – Comprehensible benefits for full-time employees (part-time members receive a limited package tailored to their role):

• Medical, dental, and vision insurance

• Robust vacation and sick leave benefits, and flexible work arrangements where permitted by role or contract

• 401(k) plan that includes employer matching funds

• Tuition reimbursement program

• Life insurance and disability coverage

• Optional coverages that can be purchased, including pet insurance, home and auto insurance, additional life and accident insurance, critical illness insurance, group legal, ID theft protection

• Birth, adoption, parental leave benefits

• Employee Assistance Plan that includes counseling conditions

• Specific benefits are dependent upon the specific contract as well as whether the position is covered by a collective bargaining agreement or Service Contract Labor Standards.

To review all Serco benefits please visit: .

Serco complies with all applicable state and local leave laws, including providing time off under the Colorado Healthy Families and Workplaces Act for eligible Colorado residents, in alignment with our policies and benefit plans. The application window for this position is for no more than 60 days. We encourage candidates to apply promptly after the posting date, as the position may close earlier if filled or if the application volume exceeds expectations. Please submit applications exclusively through Serco’s external (or internal) career site. If an applicant has any concerns with job posting compliance, please send an email to: View email address on click.appcast.io .