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Customer Service Representative πŸ”₯


Position Description: Looking for a career where you can make a difference every day? The Customer Service Representatives will be on a dynamic team, supporting customers with processing their retirement pensions. 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.

The Customer Service Representative (Workforce Management) is responsible for the moment-to-moment real-time management of the call floor, managing off-phone time for CSRs by coordinating training, meetings, coaching sessions and other off-phone activities with the Supervisor staff and other members of management. The Customer Service Representative (Workforce Management) is responsible for creating a variety of historical reports, creating/updating employee schedules, tracking attendance, processing Vacation/Sick Time requests and make-up time requests, assisting with a variety of issues on the call floor and supporting the overall operations of the call center. The successful candidate will be familiar with standard contact center operations concepts, practices, and procedures, have a firm understanding of contact center data and how to analyze, interpret and manipulate it, and will rely on experience and judgment to plan and accomplish goals. The candidate will possess good organizational and time management skills as well as excellent verbal and written communication skills and display a strong attention to detail.
In the Customer Service Representative (Workforce Management) role, you will:
  • Conduct real-time call center management using various workforce management systems and processes to ensure client goals are met daily
  • Create various historical reports on the agent, team, and facility level
  • Coordinate off-phone time to minimize impact on service level
  • Track attendance, process time-off requests, and make-up time requests
  • Create and adjust employee schedules based on business needs
  • Track and manage employee schedule adherence
  • Report and track technical issues on the call floorAssist in the creation of call volume/AHT forecasts and ensure adequate staffing
Qualifications: To be successful in this role, you will have:
  • High school diploma, or an Associate Degree in a closely related field from an accredited institution from an accredited institution. At least two (2) years of customer service or quality assurance training experience may be substituted for a degree.
  • Two (2) years of experience as a Customer Service Representative or at least one (1) year demonstrated experience to handle inquiries that are moderate complex, or unusual problems requiring a customized communication solution or information and assisting Level 1 and Level 2.
Office location is in Doral, Florida, Euclid, Ohio, or Virginia. Employees must be located in or around these locations to be considered. Telecommuting may be an option (on occasion) for those who have reliable Internet service.
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: https://www.serco.com/na/careers/benefits-of-choosing-serco.
If you require an accommodation with the application process please email: careers@serco-na.com 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 Agencies@serco-na.com.
COVID-19 Regulations: 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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