Customer Service Representative

Peraton; Virginia, Great Falls Crossing (MN, 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 requires resolving issues through live chat and email while ensuring customer satisfaction. Ideal candidates will manage their time effectively and work across multiple queues. The role offers flexibility with 2nd and 3rd shifts available.

Qualifications

• Must manage time efficiently.
• Resolve problems via email and live chat.

Responsibilities

• Deliver customer satisfaction by resolving technical issues.
• Ensure issues are resolved within SLA parameters.
• Maintain ownership of chat and email sessions.

Skills

Customer Satisfaction

Technical Assistance

Time Management

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 and email inquiries. The successful candidate must manage their time efficiently and will receive general work instructions.

This remote position offers openings for both 2nd and 3rd shifts.

The ideal candidate will resolve problems via email and/or live chat, using knowledgebase and template responses designed for quick replies. They will select appropriate procedures or make simple adaptations, reporting 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 issues are resolved within 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 when necessary.
6. Comply with all company and government policies.
7. Collaborate with team members and other support groups.
8. Perform other related tasks as assigned.

This remote role requires working within 50 miles of a Peraton facility. Peraton will supply hardware, software, and training. Candidates must have reliable internet and a suitable workspace free from distractions.

The position covers several states including 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 compensation range is aligned with the program's budget and market trends. If selected, the starting pay will be discussed.