Customer Service Representative - Remote Eligible

Customer Service Representative (CSR)

Peraton is seeking Customer Service Representatives (CSR) to join our team supporting USPS.com and associated applications. CSRs will provide technical assistance to end users through live chat and email inquiries. Candidates must be able to manage their time effectively and follow general work instructions.

Shift Options:

• 1st Shift: 9:00 AM - 5:00 PM (some weekends required)
• 2nd Shift: 2:00 PM - 10:00 PM (some weekends required)

Schedule Variations:

• Sunday - Thursday
• Tuesday - Saturday
• Monday - Friday

While this position is remote, candidates must reside within 50 miles of a Peraton facility. Peraton provides all necessary hardware, software, and training. To be successful, candidates must have a stable, reliable internet connection and a dedicated workspace free from distractions.

Eligible States: Alabama, Colorado, Florida, Georgia, Indiana, Massachusetts, Maryland, Missouri, Mississippi, Montana, North Carolina, Nebraska, New Hampshire, New York, New Jersey, New Mexico, Ohio, Pennsylvania, Tennessee, Texas, Utah, and Virginia.

Day-to-Day Responsibilities:

• Provide customer satisfaction by resolving technical issues through chat and email using knowledgebase tools and pre-defined templates.
• Ensure problems are resolved within defined Service Level Agreements (SLAs).
• Maintain ownership of customer issues from start to resolution.
• Work across multiple queues and customer contact channels.
• Escalate complex issues promptly to the appropriate support teams.
• Ensure compliance with all company and government policies and procedures.
• Collaborate with colleagues across customer support and other support organizations.
• Perform other related tasks as assigned.

Compensation: Compensation for this role is set at the lower end of the target range, aligned with the program's budget and organizational priorities, while also factoring in market trends and individual qualifications.

Basic Qualifications:

• High school diploma or equivalent
• U.S. Citizenship is required, with the ability to obtain and maintain a USPS Public Trust clearance
• No travel outside the U.S. within the last 5 years
• Ability to complete the SF 85P form as part of the clearance process
• Clearance process may take up to 6 months
• Must have experience in a Technical Support or Customer Service Representative role
• Ability to type at least 45 words per minute
• Strong attention to detail with the ability to accurately document support tickets
• Comfortable working independently and meeting productivity goals
• Excellent verbal and written communication skills
• Positive attitude and strong problem-solving mindset
• Ability to prioritize and manage multiple tasks effectively
• Proficiency in Windows-based software and Microsoft Office tools
• Flexibility to work weekends and/or rotating schedules as needed

Preferred Qualifications:

• Live Chat and/or any Customer Relationship Management (CRM) software tools
• Degree from an accredited College / University preferred

Target Salary Range: $30,000 - $48,000. This represents the typical salary range for this position. Salary is determined by various factors, including but not limited to, the scope and responsibilities of the position, the individual's experience, education, knowledge, skills, and competencies, as well as geographic location and business and contract considerations. Depending on the position, employees may be eligible for overtime, shift differential, and a discretionary bonus in addition to base pay.

EEO: Equal opportunity employer, including disability and protected veterans, or other characteristics protected by law.