Customer Service Representative

🕒 August 5

🇺🇸 United States – Remote

💵 $17 / hour

⏰ Full Time

🟢 Junior

💝 Customer Support

🚫👨‍🎓 No degree required

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 17%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Leidos

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1969

🏥 Healthcare

💼 Consulting

📦 Logistics

Healthcare • Consulting • Logistics

Leidos is a leading systems integrator in science, technology, and engineering, providing solutions that transform and enable the missions of its customers. The company operates across various markets, including aviation, defense, energy, government, healthcare, intelligence, science, and space. Leidos is involved in AI, digital modernization, cyber operations, and integrated and mission software systems. With a commitment to diversity, equity, inclusion, and sustainability, Leidos also engages in charitable efforts and community enrichment programs. Additionally, it contributes to developing solutions for counter-unmanned aerial systems and electric vehicle infrastructure for military applications.

📋 Description

• Provide Tier 1 service desk support for insurance issuers, agents, web brokers, CMS/CCIIO application users, Health Insurance Exchanges and state agencies. • Answer inquiries received via phone or email. • Provide account access support, including password resets and unlocking accounts for marketplace applications and COTS products. • Log user inquiries in ServiceNow and assign them to the appropriate internal groups or Tier 2 support. • Triage inquiries by marketplace functions and route them to the appropriate marketplace systems or CCIIO business groups. • Provide general policy information and process guidance based on information from CMS/CCIIO business owners and Tier 2 support teams. • Respond accurately to or properly route IT inquiries and escalations for the CMS Marketplace Service Desk. • Provide complete responses and ticket status information while meeting service expectations. • Use the Knowledge Base to locate scripted answers and thoroughly document contacts in the database. • Escalate requests to appropriate IT departments to prevent work stoppage. • Guide customers on next steps and summarize contacts, responses, and referrals.

🎯 Requirements

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

🏖️ 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.