Customer Service Representative

Peraton; Herndon (VA); Remote; USD 35,000 - 50,000; Full time

Job summary

A leading company is seeking a Customer Service Representative to provide technical assistance for USPS.com. This remote position involves resolving issues via chat and email, ensuring customer satisfaction, and collaborating with support teams. Ideal candidates will manage their time efficiently and work within established guidelines. Peraton offers necessary hardware and training for successful candidates.

Qualifications

• Must manage time efficiently and resolve problems via email/live chat.
• Requires reliable internet and a distraction-free workspace.

Responsibilities

• Deliver customer satisfaction by resolving technical issues.
• Ensure end-user problems are resolved within SLA parameters.
• Collaborate with team members and other support organizations.

Skills

Customer Satisfaction

Technical Assistance

Time Management

Job description

Peraton Customer Service Representative Job Description

Peraton is seeking a Customer Service Representative (CSR) to join our team supporting USPS.com and related applications. CSRs will provide technical assistance to end-users via live chat sessions and email inquiries. The successful candidate must manage their time efficiently and will receive general work instructions.

This is a remote position with openings for both 2nd and 3rd shifts.

The ideal candidate will resolve problems via email and/or live chat using a knowledgebase and template responses designed for quick replies. They will select appropriate methods from various procedures or make simple adaptations. The CSR reports to the Internet Customer Care Center (IC3) Help Desk Team Lead.

Day-to-Day Responsibilities:

1. Deliver customer satisfaction by resolving technical issues and meeting end-user needs using provided software and knowledgebase.
2. Ensure end-user problems are resolved within Service Level Agreement (SLA) parameters.
3. Maintain ownership of chat and email sessions from start to finish.
4. Work across multiple queues and contact channels.
5. Escalate issues promptly to support teams when necessary.
6. Ensure compliance with company and government policies.
7. Collaborate with team members and other support organizations.
8. Perform other related tasks as assigned.

This remote role requires work within 50 miles of an existing Peraton facility. Peraton provides all necessary hardware, software, and training. Candidates must have reliable internet and a suitable workspace free of distractions.

The eligible states include Alabama, California, Colorado, Florida, Georgia, Indiana, Massachusetts, Maryland, Missouri, Mississippi, Montana, North Carolina, Nebraska, New Hampshire, New Jersey, New Mexico, Ohio, Pennsylvania, Tennessee, Texas, Utah, and Virginia.

The salary range is aligned with the program's budget and organizational priorities. If selected, the starting pay will be discussed.