Tier 1 Customer Service Representative

About the role

The Digital Modernization Sector at Resonance CX Partners is hiring a Tier 1 Customer Service Representative to support the CMS Marketplace Service Desk. This position is open to multiple candidates.

Responsibilities

• Provide Tier 1 service desk support for insurance issuers, Agents and Web brokers, CMS/CCIIO application users, Health Insurance Exchanges and state agencies via phone, 1-855-CMS-1515 (1-855-267-1515), 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 like TIBCO MFT.
• Triage inquiries by marketplace functions and assign to the right marketplace systems/CCIIO business groups as applicable.
• Provide general policy information and process guidance to requesters.
• Respond effectively and accurately to IT inquiries and escalations for the CMS Marketplace Service Desk.
• Utilize a Knowledge Base to locate scripted answers and thoroughly document information into the database.
• Escalate requests to appropriate IT departments to prevent work stoppage due to technology challenges.
• Provide guidance to customers on next steps and summarize contacts including responses and referrals.
• Support triage inquiries by marketplace functions and assign to the right marketplace systems/CCIIO business groups as applicable.

Requirements

• 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 customer.
• Excellent customer service skills.
• Strong focus, dedication to research and resolve issues.
• Strong verbal and written communications.
• Must have strong typing skills (40 wpm).
• Receptive to training for business acumen adoption, service desk operational processes, and information dissemination that aligns with a Tier 1 service desk function.
• Strong communication skills and multi-tasking skills.
• Strong verbal customer service skills.
• Must be available to work nights, holidays, and weekends.
• All candidates supporting the CMS programs must have lived in the United States at least three (3) out of the last five (5) years prior to be considered.
• Must be able to obtain and maintain a public trust clearance.

Desired Skills

• CxOne and ServiceNow knowledge.
• High volume IT Support experience.