Tier 1 Customer Service Representative

Overview

Tier 1 Customer Service Representative providing first-line service desk support for insurance issuers, agents and web brokers, CMS/CCIIO application users, Health Insurance Exchanges and state agencies within the Digital Modernization Sector.

What you'll do

• Answer Tier 1 customer inquiries received by phone (1-855-CMS-1515) or email (CMS_FEPS@cms.hhs.gov).
• Provide account access support, such as password resets and unlocking accounts, for various marketplace applications including COTS products such as TIBCO MFT.
• Log user inquiries in ServiceNow and assign them to the right internal groups before escalating to Tier 2 support.
• Triage inquiries by marketplace function and assign them to the appropriate marketplace systems or CCIIO business groups.
• Provide general policy information supplied by business owners and Tier 2 systems.
• Provide process guidance to requesters based on information from CMS/CCIIO business owners and Tier 2 support teams.
• Respond effectively and accurately to, or properly route, IT inquiries and escalations for the CMS Marketplace Service Desk.
• Provide customers with accurate and complete responses and ticket status information while meeting and exceeding service expectations.
• Use a Knowledge Base to locate scripted answers and thoroughly document information in the database.
• Escalate requests to appropriate IT departments within the CMS Marketplace Service Desk organization to prevent work stoppage due to technology challenges.
• Guide customers on next steps and summarize each contact, including responses and referrals.
• Follow up with and close out customer requests.

What you'll need

• GED or higher.
• At least 1 year of customer service experience using multiple systems to identify solutions for the customer and manage multiple systems, tabs and issues at one time.
• Experience with follow-up and closure for customers.
• Experience with thorough documentation of contacts.
• Proven excellent customer service skills, including strong verbal customer service skills.
• Excellent verbal and written communication skills.
• Strong focus and dedication to researching and resolving issues.
• Excellent knowledge of computers and Microsoft systems.
• 40 wpm typing.
• Receptive to training in business acumen, service desk operational processes, and information dissemination aligned with a Tier 1 service desk function.
• Strong communication and multi-tasking skills.
• Must be available to work nights, holidays and weekends.
• All candidates supporting CMS programs must have lived in the United States at least three (3) of the last five (5) years.
• Must be able to obtain and maintain a public trust clearance.

Nice to have

• CxOne and ServiceNow knowledge.
• High-volume IT support experience.

Details

• Location: Remote/Teleworker, US.
• Shift flexibility required to support 8am–8pm, Monday through Friday (8x5 operation), with expanded weekend operations in September and October.
• Interview requires camera to be kept on; photo taken for identification if an offer is extended.
• Hourly rate of $17.86/hr.