Customer Service Representative

Peraton is seeking Customer Service Representative (CSR) to join our team supporting the USPS.com and associated applications. CSRs will provide technical assistance to end-users on products and services via live chat sessions and emails inquiries. The successful candidate must allocate his/her own time efficiently and will receive general instructions on all work.

The ideal candidate will provide problem resolution via email and/or live chat response using knowledgebase and template responses that are created to instantly respond to chat sessions and/or email inquiries. Selects appropriate methods from a variety of procedures or makes simple adaptations and interpretations. Reports to the Internet Customer Care Center (IC3) Help Desk Team Lead.

Day to Day Work Responsibilities: 

• Deliver customer satisfaction by resolving technical issues and meeting end-users' needs utilizing using the provided software and Knowledgebase
• Ensure that end-user problems are resolved within Service Level Agreement (SLA) parameters
• Maintain end-to-end problem ownership of chat and email sessions
• Work in one or multiple work queues over various customer contact channels;
• Escalate issues promptly to appropriate support teams when needed
• Ensure compliance with all company and government policies and procedures
• Collaborate with Customer Support team colleagues and other support organizations as required.
• Performs other related tasks as assigned.

This is a remote position that must be performed within 50 miles of an existing Peraton facility. Peraton will provide all hardware, software, and training required for the position. Candidate must have stable, dependable Internet and sufficient workspace free of undue distractions required to perform remote work.

Basic Qualifications: 

• High school graduate or equivalent and a minimum of one year customer service experience is required.
• Must be a U.S.Citizen
• Must have the ability to obtain and maintain a Public Trust clearance.
• Type 45 WPM
• Ability to accurately document ticketing information with minimal errors and/or rework.
• Ability to work independently, achieve productivity goals, and manage one’s time.
• Must be able to Communicate effectively, both orally and in writing.
• Attention to detail and a positive attitude.
• Possesses the ability to successfully manage and prioritize concurrent task.
• Proficiency using windows-based applications and software (Microsoft Office).
• Must be able to work on weekends and/or on rotating schedules if required.

Preferred Qualifications: 

• Help desk/service desk experience desirable.
• Live Chat and/or any Customer Relationship Management (CRM) software tools.
• Degree from an accredited College / University preferred.

Peraton is a next-generation national security company that drives missions of consequence spanning the globe and extending to the farthest reaches of the galaxy. As the world’s leading mission capability integrator and transformative enterprise IT provider, we deliver trusted, highly differentiated solutions and technologies to protect our nation and allies. Peraton operates at the critical nexus between traditional and nontraditional threats across all domains: land, sea, space, air, and cyberspace. The company serves as a valued partner to essential government agencies and supports every branch of the U.S. armed forces. Each day, our employees do the can’t be done by solving the most daunting challenges facing our customers. Visit peraton.com to learn how we’re keeping people around the world safe and secure.