Customer Service Rep (HRSC Little Creek)

Serco; Norfolk (VA); On-site; USD 32,000 - 56,000; Full time

Benefits offered by this job

Health insurance

401(k) plan with employer matching

Tuition reimbursement program

Life insurance and disability coverage

Birth/adoption/parental leave benefits

Employee Assistance Plan

Flexible work arrangements where role/

Job summary

Serco Inc. in Virginia Beach, VA seeks a Customer Service Representative to support the MyNavy Career Center HR Services Center, with onsite 24/7 shifts. You will handle NavyHR inquiries via multiple channels and work toward accurate pay and personnel processing.

Candidates may need to obtain/maintain a Secret clearance. The role involves assisting Sailors and their families across a range of career events and benefits in a fast-paced environment.

Qualifications

• Ability to obtain/maintain a Secret clearance.
• Experience in customer service and responding to requests for information; contact center experience preferred.
• Experience with Salesforce or other CRM systems.
• Ability to quickly gain rapport with customers, identify concerns, and use documentation/CRM data to address requests.
• Proficiency in both oral and written communication.
• Ability to work any 8- or 10-hour shift on a 24/7 schedule (weekdays, weekends, holidays).

Responsibilities

• Provide NavyHR customer service through walk-ins, phone, mail, email, chat, fax, portal, and CRM system.
• Assist with Tier 1 pay and personnel transactions and respond to member inquiries.
• Address inquiries across career and life events: Accession, Advancement & Promotion, Career Planning, Deployment & Mobilization, Pay & Benefits, Performance, Sailor & Family Support, Training & Education, Qualifications, Retirement & Separation.

Skills

Customer service

Secret clearance eligibility

CRM systems

Communication skills

Call center experience

Education

High school diploma or equivalent

Tools

Salesforce

Job description

Position Description & Qualifications

If you love supporting the US Navy and helping Service Members navigate career and life events - Serco has a great opportunity for you! As a Customer Service Representative, you will be supporting MyNavy Career Center Human Resources Services Center.

This position is located in Virginia Beach, VA and requires onsite work in a 24/7 Call Center which may include working around the clock shifts on weekdays, weekends and holidays.

This position is contingent upon your ability to obtain/maintain your Secret clearance.

Serco supports the US Navy as a contractor in the MyNavy Career Center Human Resources Services Center. Our team assists the Navy to onboard initial entry members into the MyNavyHR environment, process pay and personnel transactions for members, and provide status updates, answer questions, and respond to member inquiries across all career and life events.

In this role you will:

• Provide NavyHR customer service through walk-ins, phone calls, mail, email, chat, fax, via the online portal, and/or the Customer Relationship Management (CRM) system. Agent-assisted points of contact are continuously available 24 hours a day to provide status updates, answer questions, trouble shoot and process Tier 1 pay and personnel transactions, and respond to member inquiries across all career and life events processing service requests for:

• Accession

• Advancement & Promotion

• Career Planning

• Deployment & Mobilization

• Pay and Benefits

• Performance

• Sailor & Family Support

• Training, Education, Qualifications

• Retirement & Separation

To be successful in this role you will need:

• Ability to obtain/maintain a Secret clearance;

• Experience in customer service and responding to requests for information, contact center experience preferred;

• Experience with Salesforce or other common CRM systems;

• Ability to quickly gain rapport with customers, identify customer concerns, and leverage documentation and CRM systems to address customer requests;

• Proficiency in both oral and written communication to communicate effectively with others and explain complex actions taken in regard to customers’ service requests

• Ability to work any 8-hour or 10-hour shift, around the clock weekdays, weekends, and holidays, as part of a 24/7 coverage schedule.

This position is covered by the McNamara-O'Hara Service Contract Act (SCA). Compensation, benefits, and applicable health and welfare requirements are administered in accordance with the applicable U.S. Department of Labor Wage Determination.

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.

Please note, due to EEOC/OFCCP compliance, Serco is unable to accept resumes by email.

Candidates may be asked to present proof of identity 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 [e-mail] .

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: https://careers.serco-na.com/us/en/about-us .

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.