Call Center Service Representative 3 (SCA)

Peraton; Reston (VA); Remote; USD 39,000 - 62,000; Full time

Job summary

Peraton is seeking Customer Support Representatives to support the Department of Defense's Defense Travel Management Office Travel Assistance Center (TAC) in handling reservations, inquiries, and non-technical support for TDY travel.

This 100% remote position requires strong communication skills and extensive experience with travel systems, including DTS and RightNow, plus government travel processes.

Qualifications

• 2–4 years work experience with High School diploma.
• High School level reading, writing, and analytical skills
• Excellent communication skills
• Must be a U.S Citizen
• Must have an Active Public Trust with a Tier III Background Investigation
• Experience with problem solving
• Experience with customer solutions
• Experience on the Travel Assistance Center program (3+ years)
• Experience with government travel systems (3+ years)
• Experience with the Defense Travel System (3+ years)
• Experience with RightNow (3+ years)
• Travel industry customer and technical experience (3+ years)

Responsibilities

• Answers incoming calls/chats from customers to 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 and/or metrics. May be required to work in one or multiple queues/skill sets (e.g., general support, travel reservations, finances).
• May assist in training new employees.
• May support general inquiries or those related to reservations, financial matters, or technical matters.

Skills

Communication skills

Problem solving

Customer solutions

Analytical skills

Travel industry experience

Education

High School diploma

Tools

Defense Travel System (DTS)

RightNow

GDSs (Global Distribution Systems)

Job description

Peraton Overview

Peraton is a next-generation national security company that drives missions of consequence spanning the globe and extending to the farthest reaches of the galaxy. As the world's leading mission capability integrator and transformative enterprise IT provider, we deliver trusted, highly differentiated solutions and technologies to protect our nation and allies. Peraton operates at the critical nexus between traditional and nontraditional threats across all domains: land, sea, space, air, and cyberspace. The company serves as a valued partner to essential government agencies and supports every branch of the U.S. armed forces. Each day, our employees do the can't be done by solving the most daunting challenges facing our customers. Visit peraton.com to learn how we're keeping people around the world safe and secure.

Responsibilities

Peraton is seeking Customer Support Representatives to support the Department of Defense's Defense Travel Management Office (DTMO) Travel Assistance Center (TAC) which supports Department of Department Temporary Duty (TDY) Travel through the Defense Travel System (DTS). The responsibilities of the successful candidates may include, but are not limited to, the following duties:

This position is 100% Remote.

Responsibilities:

• Answers incoming calls/chats from customers to answer inquiries and questions, handle complaints, troubleshoot problems and provide information of a non-technical nature. Customers may include Defense Travel Administrators, Centrally Billed Account Specialists, Travel Management Companies, Defense Financial Partners, Debt Management Monitors, Compliance Tool Administrators, Transportation Officers and others
• 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 and/or metrics. May be required to work in one or multiple queues/skill sets (e.g., general support, travel reservations, finances).
• May assist in training new employees.
• May support general inquiries or those related to reservations, financial matters, or technical matters.

Qualifications

Required Qualifications:

• 2-4 years work experience with High School diploma
• High School level reading, writing, and analytical skills
• Excellent communication skills
• Must be a U.S Citizen
• Must have an Active Public Trust with a Tier III Background Investigation
• Experience with problem solving
• Experience with customer solutions
• Experience on the Travel Assistance Center program (3+ years)
• Experience with government travel systems (3+ years)
• Experience with the Defense Travel System (3+ years)
• Experience with RightNow (3+ years)
• Travel industry customer and technical experience (3+ years)

Preferred Qualifications

• Experience on the Travel Assistance Center program (5+ years)
• Experience with government travel systems (5+ years)
• Experience with the Defense Travel System (5+ years)
• Experience with RightNow (5+ years)
• Travel industry customer and technical experience (5+ years)
• Experience with Government financial systems (5+ years)
• Experience with Global Distribution Systems (GDSs) (5+ years)

Target Salary Range

$39,000 - $62,000. 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 https://www.careers.peraton.com/benefits.

EEO

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