Serco Inc.

Customer Service Representative (Euclid, Ohio)

Recruiting Location : Location
Customer Service
Position Type
Security Clearance
Clearance Details
Yes - May Consider Occasional/Part Time Teleworking for this position

Position Description


If you love a high energy and fast pace environment - Serco has a great opportunity for you!  The Call Team Level 1 Agent will be on a dynamic team, supporting customers with processing their retirement pensions at our Doral, FL location.  Bring your expertise and collaborative skills to make an impact towards servicing our retirees.


The Pensions Benefits Guarantee Corporation (PBGC) is a government agency that protects the retirement security of over 35 million Americans in single employer and multiemployer pension plans.  Serco’s goal is to provide the highest level of customer support and to work to protect workers and retirees hard earned pension benefits.


You will be part of a 40+ member team under the direction of The Operations Manager. The Operations Manager has twenty years of pension benefits and customer service experience comprising of Operations Management, Assistant Project Management, supervisory and team lead roles. He also has additional experience in benefits administration including 401(k), interpreting plan documents, disability, estate research and processing,


You will be working closely with our PGBC customer and other Serco teams to deliver excellent customer service regarding pensions and benefits for our customers. 


In the Call Team Level 1 Agent role you will: 

  • Receive inbound participant phone calls and provide appropriate customer service support in accordance with defined PBGC and Serco guidelines.
  • Utilize authorized computer systems to gather and confirm information prompted by incoming calls.
  • Be able to provide rapid, efficient and accurate customer service in a professional manner for extended periods of time in accordance with the requirements of the contract.

During the Pandemic,working remote is an option.  However, you will be required to work onsite at the Euclid, Ohio location (on occastion), once safety restrictions are lifted.   




To be successful in this role, you will have:

  • A High School diploma.
  • 6 months + of experience is required. 
  • At least 6 months to 2 years working in an office setting answering telephones, in retail, etc., or in a similar setting
  • Demonstrated keyboard board skills, and verbal and written proficiency in English language to facilitate clear and accurate exchange of information to callers.
  • Some teleworking allowed.
  • Must have a Public Trust OR be able to obtain and maintain a Public Trust Clearance.

The hourly pay rate for this position is $15.13 plus an additional $4.22/hr for Health and Welfare (H&W).


Hours range from 8 AM until 7 PM. Shifts vary, 8:00 AM-4:30 PM, 8:30 AM -5:00 PM, 10:30 AM-7:00 PM. (Will be required to work at least one 10:30 AM -7:00 PM shift a week). 


During the Pandemic,working remote is an option.  However, you will be required to work onsite at the Euclid, Ohio location (on occastion), once safety restrictions are lifted.   


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. Serco serves every branch of the U.S. military, numerous U.S. Federal civilian agencies, the Intelligence Community, the Canadian government, 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 Americas has over 9,000 employees 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 - we listen, respect and support them throughout their career at Serco. We invite you to become part of our dynamic team. Serco is an equal opportunity employer committed to diversifying our workforce (Race/ Color/ Sex/ Sexual Orientation/ Gender Identity/ Religion/ National Origin/ Disability/ Vets).


To review Serco benefits please visit:


If you require an accommodation with the application process please email: or call the HR Service Desk at 800-628-6458, option 1. Please note, due to EEOC/OFCCP compliance, Serco is unable to accept resumes by email.


Serco does not accept unsolicited resumes through or from search firms or staffing agencies without being a contracted approved vendor. All unsolicited resumes will be considered the property of Serco and will not be obligated to pay a placement or contract fee. If you are interested in becoming an approved vendor at Serco, please email


COVID-19 Regulations: Serco complies with all applicable requirements regarding COVID-19 regulations, including COVID-19 vaccinations and testing requirements.


Positions supporting US Federal contracts located within the continental United States (including corporate support positions): Pursuant to Executive Order 14042 (Ensuring Adequate COVID Safety Protocols for Federal Contractors), Serco requires covered employees and new hires, whether working at a customer site, working remotely, or working in a Serco facility, to be fully vaccinated (two weeks from last/only inoculation) by January 4, 2022 and provide valid documentation of their vaccination status (except in limited circumstances where an employee is legally entitled to an accommodation).


Canada, state/provincial or OCONUS based contracts and positions: Serco complies with all applicable COVID-19 requirements. This may require employees to be vaccinated against COVID-19, provide attestations regarding vaccination status and/or COVID-19 testing, or satisfy other conditions of employment that Serco deems appropriate, and employees may be required to show proof of vaccination and/or negative COVID-19 test results as a condition of employment (except in limited circumstances where an employee is legally entitled to an accommodation).


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