Position Description:
If you thrive in a high-energy and fast-paced environment, Serco has an exciting opportunity for you! The Customer Service Representative III will be an integral part of a dynamic team, assisting customers in processing their retirement pensions. Bring your expertise and collaborative skills to make a meaningful impact on servicing our retirees.
The Pensions Benefits Guarantee Corporation (PBGC) is a government agency dedicated to safeguarding the retirement security of over 35 million Americans in single employer and multiemployer pension plans. Serco’s mission is to provide the highest level of customer support, working to protect the hard-earned pension benefits of workers and retirees.
Responsibilities:
- Collaborate with Supervisors to ensure PSRs have adequate knowledge for their duties and identify training gaps
- Review Knowledge-Base daily for current policies and procedures awareness
- Handle inbound calls from PSRs, escalate supervisor calls professionally and efficiently
- Conduct research to ensure timely information is provided to the PSR
- Assist with identifying areas for individual improvement
- Perform outbound calling as assigned
- Assist with processing and fulfilling requests in the queue (e.g., E-Forms)
- Complete call backs as required
- Handle Supervisor and escalated calls as needed
- Maintain favorable working relations with team members
- Communicate positively with all departments
Qualifications:
- High school diploma or GED required
- 2 years of work experience required
- Prior PSR experience
- Working knowledge of Microsoft Word and Microsoft Excel
- Experience working in a call center environment
- Ability to generate customer satisfaction
- Ability to work in a fast-paced environment
- Ability to work flexible hours as needed to meet business objectives
The hourly rate for this position is $20.48/hr. plus an additional $4.22/hr. for Health and Welfare (H&W).
Candidates will be considered from the following locations: Euclid, OH; Doral, FL; and Virginia (remote).
If you are interested in supporting and working with our PBGC Team and a passionate Serco team, then submit your application now for immediate consideration. It only takes a few minutes and could change your career!
Company Overview:
Serco Inc. (Serco) is the Americas division of Serco Group, plc. With over 9,000 employees in North America, Serco strives to make an impact across 100+ sites in Defense, Citizen Services, and Transportation. Serving various government entities and commercial clients, Serco is a place where every contribution matters.
To review Serco benefits, please visit: Serco Benefits. If you require accommodation with the application process, please email: [email protected] or call the HR Service Desk at 800-628-6458, option 1.
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.
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