Call Center Service Representative 3 (SCA)

Program Overview

About The Role

Peraton is seeking a Call Center Service Representative 3. The role will perform the following duties but not limited too:

• Answers incoming calls from customers to take orders, answer inquiries and questions, handle complaints, troubleshoot problems and provide information of a non-technical nature.
• Responds to customer inquiries, provides customers with product and service information and processes orders, forms and applications.
• May also make outboard service calls to potential customers.
• Utilizes mechanized systems to initiate and complete service orders and handle customer requests.
• Researches required information using available resources.
• Identifies and escalates priority issues and complaints.
• Follows up customer calls where necessary.
• Completes call logs and produces call reports.
• May be required to work in one or multiple queues/skill sets over various customer contact channels.
• May assist in training new employees.

Qualifications

Required Qualifications:

• High School with 2 years’ experience
• Must be US Citizen
• Ability to obtain Department of Defense security clearance (ADP II Public Trust). Tier 3 investigation
• Strong critical thinking skills that facilitate expedient problem solving
• Must be capable of supporting and maintaining proficiency for a wide range of services The ability to effectively communicate technical matters to a non-technical audience Strong customer service and communications skills
• Must be able to multi-task in a fast-paced environment with shifting priorities Knowledge of MS Office applications (Outlook, Word, Excel, PowerPoint) Familiar with Service Desk support methodology

Desired Qualifications:

• Familiarity with Military Health Systems is preferred Relevant technical certifications preferred
• Familiar with ITIL (certification preferred) HDI certification preferred

SCA / Union / Intern Rate or Range

Details

Target Salary Range: $30,000 - $48,000. This represents the typical salary range for this position. Salary is determined by various factors, including but not limited to, the scope and responsibilities of the position, the individual’s experience, education, knowledge, skills, and competencies, as well as geographic location and business and contract considerations. Depending on the position, employees may be eligible for overtime, shift differential, and a discretionary bonus in addition to base pay.

Benefits Statement: Peraton offers eligible employees a variety of benefits including medical, dental, vision, life, health savings account, short/long term disability, EAP, parental leave, 401(k), paid time off (PTO) for vacation, and company paid holidays. A full listing of available benefits can be viewed at

Application Duration Statement: The application period for the job is estimated to be 30 days from the job posting date. However, this timeline may be shortened or extended depending on business needs and the availability of qualified candidates.

EEO: Equal opportunity employer, including disability and protected veterans, or other characteristics protected by law.