Customer Service Representative

The NISC IV program at Leidos is seeking a Customer Service Representative to support the FAA customer's Business Operation Center (BOC). In this role you will perform the following duties:

• Provide high-level customer support of the Benefits Operation Center (BOC) call center function, answering calls, providing various federal benefit, retirement, and HR information to customers.

• Direct customers to links and web pages for additional information and/or elevate complex issues to a BOC HR Assistant or Specialist for additional support.

• Research and assist with the preparation of documentation regarding policies and procedures for Benefits/HR.

• Certifies and processes a variety of benefit forms for FAA customers, to include Temporary Continuation of Coverage determination and coordination.

• Researches benefit and HR policies and procedures for use in answering inquiries.

• Maintains and updates customer files and follows up on relevant documentation.

• Research benefit and HR policies and procedures for use in answering inquiries

• Support the BOC and it's clients in various administrative and clinical matters related to the operation of the BOC.

• Work with BOC management to resolve issues and coordinate processes in support of the BOC mission and FAA customers.

Note: These duties are not a complete list. There may be other required duties as well.

Basic Qualifications:

• Typically requires high school diploma or equivalent and 3 - 5 years of prior relevant experience although a Bachelor's degree is preferred.

• Experience handling federal government benefits

• Ability to obtain an interim Public Trust security clearance prior to your start date with Leidos.

Preferred Qualifications:

• Prior Call Center experience

• Prior Federal benefits and customer service experience preferred

Original Posting Date:

2024-04-17

While subject to change based on business needs, Leidos reasonably anticipates that this job requisition will remain open for at least 3 days with an anticipated close date of no earlier than 3 days after the original posting date as listed above.

Pay Range:

Pay Range $38,350.00 - $69,325.00

The Leidos pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.