Tier 1 Customer Service Representative

At Leidos, we deliver innovative solutions through the efforts of our diverse and talented people who are dedicated to our customers’ success. We empower our teams, contribute to our communities, and operate sustainable. Everything we do is built on a commitment to do the right thing for our customers, our people, and our community. Our Mission, Vision, and Values guide the way we do business.

The Digital Modernization Sector has an opening for a Tier 1 Customer Service Representative.

NOTE:

The hourly rate for this position is $17.86/hr.

Position requires shift flexibility to support 8am – 8pm on Monday through Friday (a 8x5 day operation) with expanded weekend operations in September and October.  

Please be advised that during the interview, you will be required to keep your camera on, and your interviewer will be taking your picture for identification purposes if an offer letter is extended to you.

The Tier 1 Customer Service Representative (CSR) will be experienced representative responsible for answering Tier 1 customer inquiries. CSR will:

• Provide Tier 1 service desk support for insurance issuers, Agents and Web brokers, CMS/CCIIO application users, Health Insurance Exchanges and state agencies based on Inquiries are received via phone, 1-855-CMS-1515 (1-855-267-1515), or email, CMS_FEPS@cms.hhs.gov.
• Provide account access support, such as password resets and unlocking accounts for various marketplace applications including COTS products such as TIBCO MFT Log user inquiries in Service Now and assign to the right groups internally before assigning to Tier 2 support.
• Triage inquiries by marketplace functions and assign to the right marketplace systems/CCIIO business groups as applicable - skills and knowledge provided by training via our training instructors.
• Provide general policy information supplied by the business owners and Tier 2 systems Provide process guidance to the requesters seeking help/guidance based on information provided by CMS/CCIIO business owners and Tier 2 support teams.
• Respond effectively and accurately to or properly route IT inquiries and escalations for The Centers for Medicaid and Medicare Services Marketplace Service Desk.
• Provide the customer with accurate and complete responses; provide ticket status information, while meeting and exceeding service expectations.
• Utilize a Knowledge Base to locate scripted answers and to thoroughly document information into the database.
• Escalate requests to appropriate IT departments throughout the CMS Marketplace Service Desk organization to prevent work stoppage due to technology challenges.
• Provides guidance to customer on next steps as well as summarizes the contact including the responses and the referrals.
• Provide account access support, such as password resets and unlocking accounts for various marketplace applications including COTS products.
• Log user inquiries in Service Now and assign to the right groups internally before assigning to Tier 2 support. Support triage inquiries by marketplace functions and assign to the right marketplace systems/CCIIO business groups as applicable - skills and knowledge provided by training via our training instructors.

Required Qualifications:

• GED or higher.
• At least 1 year of customer service experience using multiple systems to identify solutions for the customer and the ability to manage multiple systems, tabs and issues at one time.
• Experience with follow up and closure for customer.
• Experience with thorough documentation of contact.
• Proven excellent customer service skills.
• Excellent verbal and written communications.
• Must have strong focus, dedication to research and resolve issues.
• Excellent knowledge of computers and Microsoft systems, 40 wpm typing.
• Receptive to training for business acumen adoption, service desk operational processes, and information dissemination that aligns with a Tier 1 service desk function.
• Strong communication skills and multi-tasking skills.
• Strong verbal customer service skills.
• Must be available to work nights, holidays and weekends.
• All candidates supporting the CMS programs must have lived in the United. States at least three (3) out of the last five (5) years prior to be considered.
• Must be able to obtain and maintain a public trust clearance.

Desired Skills:

• CxOne and ServiceNow knowledge a plus.
• High volume IT Support experience.

The Mission  

The Digital Modernization Sector is focused on delivering performance-based IT services and repeatable solutions to include applying cloud-factory and aaS (as a Service) capabilities and integrating commercial products to provide a comprehensive digital engineering approach to IT transformation. Our team is solving the world’s toughest security challenges for customers with “can’t fail” missions. To explore and learn more, click here! 

Come join our rapidly growing team and enjoy these benefits:

• Paid Time Off (PTO) accrued based on Leidos policy, up to 3 weeks a year.
• Eleven (11) paid holidays per year.
• Access to benefits on day one including medical and dental insurance, 401K, Life, AD&D, Voluntary Disability plans.
• Ongoing training to support your success.
• Tuition reimbursement based on Leidos policy.
• Discounted Leidos stock purchase and other Employee Discounts.

If you're looking for comfort, keep scrolling. At Leidos, we outthink, outbuild, and outpace the status quo — because the mission demands it. We're not hiring followers. We're recruiting the ones who disrupt, provoke, and refuse to fail. Step 10 is ancient history. We're already at step 30 — and moving faster than anyone else dares.

Original Posting:

Pay Range:

The Leidos pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.