Serco Inc.

  • Customer Service Representative - Tier II

    Work Location
    Customer Service
    Position Type
    Security Clearance
    Clearance Details
    Public Trust
  • Position Description

    Job Description:


    Acts as a liaison between our government customer and its participants. Effectively resolves customer issues, requests and inquiries. Provides high level customer service. Responsibilities include, but are not limited to: managing inbound calls in a timely manner, following call center scripts when handling different topics, identifying customer needs, clarifying information, researching participant accounts and providing solutions, addressing all questions or issues, providing an accurate and efficient response, keeping accurate records of all conversations, and meeting contractual qualitative and quantitative targets. Performs tasks associated with call handling to include complex plan and participant file research and updates.


    Has knowledge of commonly used concepts, practices and procedures as it relates to benefits administration. Relies on instructions and pre-established guidelines to perform the functions of the job, as well as limited use of independent judgment.  Works under immediate supervision and reports to a supervisor.


    Will occasionally be required to work shift from 10:30 am to 7:30 pm.




    Education: Bachelor's Degree


    General Experience: Three (3) of relevant work experience which can include but not be limited to: employee benefit field, claims processing, billing, payroll, banking, human resources, customer service representative, quality review analysts, etc. Four (4) years of progressive experience may be substituted for a degree.


    Skills: Microsoft Office knowledge and experience.


    Company Overview

    Serco Inc. (Serco) is the Americas division of Serco Group, plc. Serco serves every branch of the U.S. Military, numerous U.S. Federal Civilian Agencies, the Intelligence Community, the Government of Canada, State and Local Governments, and Commercial Clients. We help our clients deliver vital services more efficiently, while increasing the satisfaction of their end customers. Headquartered in Herndon, Virginia, Serco has approximately 6,000 employees with an annual revenue of $1 billion and is part of a $4 billion global business that helps transform government and public services around the world. At Serco, our employees are our most valuable asset, and our success directly relates to our employees. At Serco, we listen, respect and support our employees and through continuous training, development and information-sharing, we advance talent internally, enhancing career growth and progression which enables not only our employees to excel but enables our customers to excel as well. It is not just a job at Serco; at Serco, we offer career opportunities. We invite you to become part of our dynamic team. Serco''s people share a passion for delivering ethical service, innovation, and a commitment to results. We trust our people to deliver. Serco is an equal opportunity employer committed to diversifying its workforce (Race/ Color/ Sex/ Sexual Orientation/ Gender Identity/ Religion/ National Origin/ Disability/ Vets).


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