Customer Service Representative (Mid to Senior)-Serco

Job Description

Job Title: Customer Service Representative (Mid to Senior)

Company: Serco

Location: Ohio

Pay: $20.48 per hour

AI Pay Analysis: The hourly rate of $20.48 for a “Customer Service Representative (Mid to Senior)” position in Ohio appears to be slightly below the average wage for similar roles. As of 2023, the typical pay for customer service representatives, especially those with mid to senior-level experience, generally ranges from $22 to $30 per hour, depending on factors such as the specific industry, company size, and location within the state. While this rate may be competitive for entry-level positions, it falls short for mid to senior roles, suggesting that potential candidates might be drawn to better-paying opportunities, especially in urban areas or industries with higher demand for customer service professionals.

Job description:
If you thrive in a high-energy, fast-paced environment, Serco presents an excellent opportunity for you! As a Customer Service Representative, you will become an integral part of a dynamic team dedicated to assisting customers with the processing of their retirement pensions. Leverage your expertise and collaborative skills to significantly impact the service provided to our retirees.

The Pension Benefit Guarantee Corporation (PBGC) is a governmental agency committed to safeguarding the retirement security of over 35 million Americans enrolled in single-employer and multiemployer pension plans. At Serco, our mission is to deliver the highest level of customer support and protect the hard-earned pension benefits of workers and retirees.

In the role of Customer Service Representative (HelpLine), you will receive complex inbound participant phone calls and provide exemplary customer service support in accordance with established PBGC and Serco guidelines. The successful candidate will demonstrate the ability to deliver rapid, efficient, and accurate customer service, including conducting research in response to customer inquiries in a professional manner over extended periods, as per the requirements of the contract.

Key responsibilities include:
– Answering and addressing participant inquiries courteously and professionally.
– Following established call resolution procedures tailored to the specific nature of each call.
– Conducting research to accurately and timely fulfill participant needs.
– Resolving participant issues that may not align with standard scripts or procedures.
– Promoting PBGC services and providing support where needed.
– Handling highly complex calls, including conducting necessary research.
– Performing participant callbacks according to the established callback schedule.
– Navigating and utilizing computerized data entry systems and other relevant applications to enhance customer service efficiency.
– Accurately documenting customer interactions in the appropriate systems in a timely manner.

In compliance with state and local pay transparency regulations, the hourly pay rate for this position is $20.48. However, Serco evaluates several factors when determining an offer, which includes the role and its associated responsibilities, the candidate’s work experience, educational background, and key skills.

To excel in this role, you will have:
– A high school diploma or an Associate Degree in a related field from an accredited institution.
– Two years of experience in a call center or quality assurance training, which may substitute for formal education.
– A minimum of two years as a Customer Service Representative, or at least one year of experience managing moderately complex inquiries or unique problems requiring customized communication solutions or support for Level 1 and Level 2.
– Prior experience working on the PBGC contract.
– The ability to obtain and maintain a Public Trust clearance.

Candidates must reside in one of the following states: OH, FL, WV, VA, MD, DC, DE, CA, PA, IA, TN, GA, CO, MN, TX, IL, KY, ME, NC, or MA.

If you are interested in joining our PBGC Team and collaborating with a passionate Serco team, we encourage you to submit your application promptly for immediate consideration. The process is quick, and it has the potential to transform your career!

Job Posting Date: Sun, 23 Feb 2025 01:28:10 GMT

Apply now!