Customer Service Representative

This is a fully remote position, open to applicants in United States.

📋 Description

• Deliver Tier 1 service desk assistance to insurance issuers, agents, web brokers, CMS/CCIIO application users, Health Insurance Exchanges, and state agencies.

• Address customer inquiries received via phone or email.

• Offer account access support, including password resets and unlocking accounts for marketplace applications and COTS products.

• Record user inquiries in ServiceNow and delegate them to the appropriate internal groups or Tier 2 support.

• Classify inquiries by marketplace functions and direct them to the relevant marketplace systems or CCIIO business groups.

• Provide general policy information and procedural guidance based on details from CMS/CCIIO business owners and Tier 2 support teams.

• Accurately respond to or appropriately route IT inquiries and escalations for the CMS Marketplace Service Desk.

• Deliver comprehensive responses and ticket status updates while adhering to service expectations.

• Utilize a Knowledge Base to find scripted answers and document contact information in the database.

• Escalate requests to the relevant IT departments to avoid work disruptions.

• Assist customers with next steps and summarize contacts, responses, and referrals.

⛳️ Requirements

• GED or higher education level.

• Minimum of 1 year of customer service experience using multiple systems to identify solutions for clients, with the ability to manage several systems, tabs, and issues simultaneously.

• Proven experience in following up and closing customer inquiries.

• Experience in thorough documentation of contact interactions.

• Demonstrated excellent customer service abilities.

• Strong verbal and written communication skills.

• Must possess a strong focus and commitment to researching and resolving issues.

• Solid knowledge of computers and Microsoft systems.

• Typing speed of 40 wpm.

• Open to training for business acumen, service desk operational processes, and information dissemination aligned with a Tier 1 service desk function.

• Excellent communication and multitasking skills.

• Strong verbal customer service capabilities.

• Must be willing to work nights, holidays, and weekends.

• Must have resided in the United States for at least three (3) out of the last five (5) years prior to consideration.

• Must be able to secure and uphold a public trust clearance.

• Knowledge of CxOne and ServiceNow is a plus.

• Experience in high-volume IT support is advantageous.

🏝️ Benefits

• Paid Time Off (PTO) accrued according to Leidos policy, totaling up to 3 weeks per year.

• Eleven (11) paid holidays each year.

• Access to benefits from day one, including medical and dental insurance, 401K, Life, AD&D, and Voluntary Disability plans.

• Continuous training to support your success.

• Tuition reimbursement following Leidos policy.

• Discounted Leidos stock purchase and other employee discounts.

• Remote/teleworker work arrangement.