Customer Service Rep - II

Customer Service Representative – Level 2

Location: Boyers, Pennsylvania – Onsite

Summary
Colorado Network Staffing, Inc. (CNS) is seeking an experienced and professional Customer Service Representative – Level 2 to support a high-volume federal retirement services call center in Boyers, PA. The Level 2 CSR serves as a key point of contact for federal employees, retirees, and beneficiaries, providing advanced support for inquiries related to benefits, retirement accounts, and federal insurance programs. This role is ideal for individuals who are skilled in handling more complex customer interactions and who demonstrate leadership in service delivery.

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 escalated or complex customer inquiries regarding retirement benefits, annuity claims, insurance programs, and account discrepancies.

• Assist callers in navigating detailed processes for retirement planning, benefit elections, and claim submissions.

• Interpret and explain federal retirement policies, procedures, and eligibility rules.

• Provide guidance and coaching to Level 1 CSRs and assist with quality assurance monitoring when requested.

• Document interactions thoroughly and accurately in customer tracking systems and escalate systemic issues as needed.

• Research account information and coordinate with other departments or systems to resolve outstanding or sensitive issues.

• Maintain current knowledge of applicable federal programs including CSRS, FERS, FEHB, FEDVIP, and FEGLI.

• Handle high call volumes efficiently while maintaining professionalism, patience, and attention to detail.

• Ensure full compliance with federal regulations and agency privacy standards, especially when handling Personally Identifiable Information (PII).

• Assist with special projects or call campaigns during peak periods, including benefit enrollment or system transitions.

• Perform additional duties as assigned by CNS or supervisory personnel.

Required Education and Experience

• High school diploma or GED.

• Minimum of three (3) years of customer service or call center experience, with at least one year supporting federal benefits or financial services preferred.

• Experience resolving escalated or complex inquiries independently.

• Proficiency with Microsoft Office Suite and experience using CRM or call tracking systems.

• Strong written and verbal communication skills with the ability to clearly explain technical or policy-based information to a wide audience.

Licenses, Registrations, and Certifications

• Must be able to pass a federal background check.

• U.S. work authorization required.

Work Environment

This position is located in a secure, high-volume federal call center. The environment requires strong focus, professionalism, and adaptability to frequent policy updates. Collaboration with team members and supervisors is essential.

Physical Demands

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

• Sit for extended periods while wearing a headset

• Operate standard office equipment and computer systems

• Communicate effectively via phone and email

• Occasionally lift or move materials 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, approximately 7:30 AM – 5:30 PM ET (exact shift to be assigned).

• Assignment Length: Ongoing

Compensation

• Pay Rate: Competitive hourly wage + $4.93/hour Health & Welfare benefit (based on experience and placement)

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 fostering an inclusive and respectful workplace for all employees and applicants. Employment decisions are based on business needs and individual qualifications without regard to race, color, religion, sex, age, national origin, disability, or veteran status.

Other Duties

Please note this job description is not intended to be a comprehensive list of duties or responsibilities. Tasks may be added, removed, or adjusted at any time based on operational needs.