Customer Service Representative

Program Overview

Forges tech modernization and provides support services like development, DevOps, and system integration. This program enables the agency to provide reliable and efficient services that are critical to U.S. businesses and the day-to-day lives of citizens.

About The Role

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.

Shift:

This is a remote position with openings available for both 2nd and 3rd shifts, including weekends.

While the position is remote, candidates must reside within 50 miles of a Peraton facility. Peraton will provide all necessary hardware, software, and training. To be successful in this role, candidates must have a stable and reliable internet connection and a dedicated workspace free from distractions.

Eligible states for this position include:

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 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.

The compensation for this role falls within a target range that aligns with the budget allocated for the program. This range reflects the program's financial framework and ensures alignment with organizational priorities while considering market trends and role-specific qualifications. If you are selected and considered for this role, we will discuss the starting base pay for the role.

Qualifications

Basic Qualifications:

• High school diploma or equivalent
• U.S. Citizenship is required, with the ability to obtain and maintain a USPS Public Trust clearance
• Previous experience in a Technical Support or Customer Service Representative role is required
• Ability to type at least 45 words per minute
• Strong attention to detail with the ability to accurately document support tickets
• Comfortable working independently and meeting productivity goals
• Excellent verbal and written communication skills
• Positive attitude and strong problem-solving mindset
• Ability to prioritize and manage multiple tasks effectively
• Proficiency in Windows-based software and Microsoft Office tools
• Flexibility to work weekends and/or rotating schedules as needed

Preferred Qualifications:

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

SCA / Union / Intern Rate or Range

Details

Target Salary Range: $30,000 - $48,000. This represents the typical salary range for this position. Salary is determined by various factors, including but not limited to, the scope and responsibilities of the position, the individual’s experience, education, knowledge, skills, and competencies, as well as geographic location and business and contract considerations. Depending on the position, employees may be eligible for overtime, shift differential, and a discretionary bonus in addition to base pay.

EEO: Equal opportunity employer, including disability and protected veterans, or other characteristics protected by law.