Call Center Service Representative 3 (SCA)

Peraton Inc.; United States; Remote; USD 42,000 - 64,000; Full time

Job summary

Peraton is seeking Customer Support Representatives to support the Department of Defense’s Defense Travel Management Office Travel Assistance Center, handling TDY travel through DTS. This 100% remote role requires U.S. citizenship and a public trust with Tier III background investigation.

You will answer calls, provide information, process orders, and escalate issues while maintaining logs and metrics. Experience in travel systems and customer support is essential.

Qualifications

• Must be a U.S. Citizen with an Active Public Trust (Tier III Background Investigation).
• 2–4 years work experience with High School diploma.
• Excellent communication and problem-solving abilities are required.
• 3+ years’ experience with Travel Assistance Center program and government travel systems.

Responsibilities

• Answers incoming calls/chats from customers to answer inquiries, handle complaints, troubleshoot problems and provide non-technical information.
• Responds to customer inquiries, provides product and service information and processes orders, forms and applications.
• May also make outbound service calls to potential customers and uses mechanized systems to initiate and complete service orders.
• Researches required information using available resources.
• Identifies and escalates priority issues and complaints.
• Follows up customer calls where necessary; completes call logs and reports; may work in multiple queues/skill sets.
• May assist in training new employees.

Skills

Excellent communication skills

Problem solving

Travel industry customer experience

Experience with customer solutions

2-4 years work experience

High School level reading/writing/anal

Education

High School diploma

Tools

Defense Travel System (DTS)

RightNow

Government travel systems

Global Distribution Systems (GDSs)

Job description

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)

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.