Call Center Representative; SCA)

• HS diploma, plus 2 years of customer service experience OR AA/AS OR BA/BS, 1 year customer service experience
• Active Secret clearance

Peraton is seeking a professional, customer-focused Call Center Representative to support our Federal Customer onsite at Fort Huachuca, AZ. In this role, you will serve as the primary point of contact for incoming customer inquiries, ensuring a high level of service and satisfaction. This is a non-technical role focused on order processing, inquiry resolution, and general information sharing.

Responsibilities:

• First point of contact for Tier 3 requests that are escalated to the Global Cyber Center

• Ensure continuous 24/7 shift coverage to support the GCC mission, which entails working on weekends, holidays, and after hours.

• Responsible for handling customer interactions to provide support(inbound/outbound calls, chats,emailand internal ticketing escalations)

• Create,modifyand escalatte incidents/tickets, translating user requests into logical format for use by analysts in troubleshooting

• Routeticketsin accordance with documented procedures

• Perform quality assurance follow-up with customers/end users

• Comply with documented processes and procedures

• Monitor group mailboxes and prioritize emails by order of importance

• Maintain the shift log and ensure accurate,thorough and clear communication from shift to shift

• Provide reporting (as needed)

• Maintain a professional demeanor with our military, civilian and contractor customers