Name of Company: Leidos
Representative for Customer Service
Full-time
ID for job requisition
R-00129214
Leidos, a company listed on the Fortune 500, is dedicated to tackling and resolving some of the most crucial issues faced by the world. By utilizing the advancements in science and technology, Leidos strives to create a safer, healthier, and more efficient world.
The Civil Group provides a variety of attractive career prospects for top-notch IT, energy, logistics, and engineering experts.
SUMMARY OF POSITION (overview for a general/program support position):
Leidos is in search of Customer Service Representatives (CSRs) at the Entry Level who can address incoming inquiries from individuals who have fallen victim to identity theft and consumer fraud. The main responsibilities include accurately recording consumer complaints in a secure database, offering educational resources and referrals, and ensuring exceptional customer service with an A+ rating.
The anticipated schedule is from 9:00 am to 5:00 pm (EST) / 6:00 am – 2:00 PM (PST) on weekdays, specifically Monday through Friday.
MAIN DUTIES:
Handle incoming calls and deliver exceptional customer service. Record customer information on a web-based platform. Offer guidance on identity theft resolution, fraud prevention, and relevant federal regulations.
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QUALIFICATIONS REQUIRED AT A MINIMUM:
- High School Diploma or equivalent GED.
- Proficient in computer skills and typing.
- Strong communication abilities.
- Candidate must be able to acquire a Public Trust clearance, which can take between 7-60 days to obtain. The selected individual cannot begin in this position until the clearance process is finished.
REQUIRED SKILLS:
- Fluent in both written and spoken Spanish and English.
- Previous experience in call centers.
- Experienced in providing customer service.
- Familiar with federal law.
- The application must include a professional resume with the applicant’s contact information (phone number and email address) and the contact information (phone numbers and physical addresses) of previous employers.
According to the Service Contract Act, this position is protected and must comply with minimum wage and Health and Welfare benefits. Leidos will guarantee that all provisions for wages and benefits are fulfilled in accordance with the Service Contract Act. The hourly salary for this role is $15.
According to the business requirements, Leidos expects this job requisition to be open for a minimum of 3 days, with an expected end date of no earlier than 3 days after the initial posting date mentioned above. However, this timeline is subject to change.
The salary range provided by Leidos for this job level serves as a general reference and does not guarantee the exact compensation or salary. Other factors taken into account when making an offer may include the job duties, education, experience, expertise, and capabilities, as well as internal fairness, alignment with industry standards, relevant collective bargaining agreement (if applicable), or any other legal requirements.
FAQs
What are the job responsibilities of a Customer Service Representative at Leidos?
As a Customer Service Representative at Leidos, your core responsibilities are to assist customers with inquiries and concerns, address issues in a timely manner, and provide helpful information to clients. You will handle customer questions through phone, email, and chat, resolving any concerns while maintaining a courteous and professional demeanor.
What type of training or experience is required?
Leidos typically prefers candidates with a bachelor’s degree and at least one to two years of experience in a customer service role. Strong communication, interpersonal, and problem-solving skills are essential.
Proficiency with Microsoft Office suite and customer relationship management (CRM) software is required.Leidos provides on-the-job training to prepare you for the specific systems and processes used to support their clients.
What is the work schedule and environment like?
As a Customer Service Representative, you can expect a typical work schedule of Monday through Friday during normal business hours. Some positions may require occasional weekend or evening hours to provide coverage.
The work environment is an office setting, typically in a cubicle or workstation. Most communication is done over the phone and electronically, so the environment is quiet with minimal in-person interaction with coworkers or managers.
How is job performance measured and reviewed?
Your performance will be evaluated based on key metrics like customer satisfaction ratings, resolution and response times, productivity, and quality monitoring scores. Managers will review these metrics regularly and provide feedback and coaching.
You will also participate in annual performance reviews to discuss your achievements, growth opportunities, and career path. Strong performers may be eligible for salary increases, bonuses, and potential promotions to higher levels of responsibility.
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