Customer Service Rep - I

Customer Service Representative – Level 1

Location: Boyers, Pennsylvania – Onsite

Summary
Colorado Network Staffing, Inc. (CNS) is seeking a dependable and customer-oriented Customer Service Representative – Level 1 to support a federal retirement services call center in Boyers, PA. This entry-level position is responsible for providing high-quality, front-line customer service to federal employees, retirees, and beneficiaries. The role includes answering inquiries related to retirement accounts, benefits, and general support services in a structured, high-volume environment.

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This position will perform the following key responsibilities:

• Respond to incoming calls and inquiries regarding retirement benefits, annuities, and account statuses.

• Provide general information and assistance related to federal health, life, and dental/vision insurance programs (e.g., FEHB, FEGLI, FEDVIP).

• Guide customers through automated phone systems, including PIN entry and claim navigation.

• Document call details accurately in internal tracking systems or customer relationship management (CRM) tools.

• Escalate complex or sensitive issues to senior representatives or supervisors as appropriate.

• Maintain a courteous, professional, and empathetic approach while adhering to call center performance metrics.

• Follow scripts and standard operating procedures while complying with federal privacy and security guidelines.

• Support other call center functions, including email follow-ups, voicemail responses, and processing routine documentation.

• Participate in training and quality assurance activities to improve knowledge and service delivery.

• Perform additional duties as assigned by CNS in accordance with federal and organizational policies.

Required Education and Experience

• High school diploma or GED.

• Minimum of one (1) year of customer service experience, preferably in a call center or high-volume setting.

• Strong verbal communication and active listening skills.

• Ability to navigate computer systems and multitask efficiently.

Licenses, Registrations, and Certifications

• Must be able to pass a federal background check.

• U.S. work authorization required.

Work Environment

This role is performed in a secure, professional call center setting. The position involves extended periods of phone use and interaction with a diverse population of federal employees and retirees. The call center may experience high-volume periods, especially during benefit enrollment or retirement surges.

Physical Demands

While performing the duties of this job, the employee is regularly required to:

• Sit and wear a headset for extended periods

• Operate computers and phones

• Use verbal and written communication

• Occasionally lift or move items up to 20 pounds

Position Type and Expected Hours of Work

• This is a full-time, on-site position in Boyers, PA.

• Work schedule: Monday – Friday, 7:30 AM – 5:30 PM ET (shifts may vary based on business needs).

• Assignment Length: Ongoing

Compensation

• Pay Rate: $18.00 + $4.93/hour Health & Welfare benefit (commensurate with qualifications)

Work Authorization/Security Clearance

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and complete the required employment eligibility verification form upon hire.

AAP/EEO Statement

CNS is an Equal Opportunity Employer. We are committed to maintaining a workplace free from discrimination and harassment. All employment decisions are based on qualifications, merit, and business needs, without regard to race, color, religion, gender, age, national origin, disability, or veteran status.

Other Duties

Please note this job description is not intended to cover or contain a comprehensive listing of duties, responsibilities, or activities. Responsibilities may be modified at any time with or without notice.