Customer Service Rep - III

Customer Service Representative – Level 3

Location: Boyers, Pennsylvania – Onsite

Summary
Colorado Network Staffing, Inc. (CNS) is seeking a highly skilled and detail-oriented Customer Service Representative – Level 3 to serve in a lead role within a federal retirement services call center located in Boyers, PA. This senior-level position is responsible for managing complex and high-impact customer service inquiries, supporting process improvement initiatives, mentoring junior staff, and serving as a subject matter expert in federal retirement and benefits programs. The Level 3 CSR works closely with supervisory staff to ensure service excellence and compliance with federal guidelines.

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:

• Manage and resolve the most complex and sensitive customer service inquiries, including retirement account disputes, delayed claims, benefit discrepancies, and high-priority escalations.

• Serve as a knowledge resource and functional lead for junior CSRs; assist with training, shadowing, and performance coaching.

• Monitor and evaluate call quality, customer satisfaction, and process adherence; provide feedback to leadership on trends and improvement opportunities.

• Research and interpret federal regulations and agency policies relating to CSRS, FERS, FEHB, FEGLI, FEDVIP, and other retirement-related programs.

• Coordinate with internal departments and federal agencies to ensure timely resolution of multi-faceted issues.

• Document all casework accurately in call tracking systems and provide detailed reporting on complex or repeat problems.

• Support service-level goals by handling overflow calls during peak periods and assisting in special initiatives, such as open enrollment or policy rollouts.

• Collaborate with CNS leadership and government stakeholders to recommend enhancements to customer service procedures and training content.

• Maintain up-to-date knowledge of federal systems and guidelines and ensure strict compliance with data security protocols and PII handling requirements.

• Represent the team in meetings, audits, or briefings when assigned.

• Perform other duties as assigned by CNS in line with position scope.

Required Education and Experience

• High school diploma or GED required; associate or bachelor’s degree preferred.

• Minimum of five (5) years of customer service or call center experience, with two (2) or more years in a leadership or advanced CSR role.

• Demonstrated expertise in handling escalated or complex federal benefits or retirement-related inquiries.

• Proficient with Microsoft Office Suite, CRM systems, and federal service platforms such as FIMS, MAXIMO, STRIPES, and ATAAPS.

• Strong written and verbal communication skills, with the ability to explain technical and policy-driven information to a broad audience.

• Proven leadership, mentoring, and analytical abilities.

Licenses, Registrations, and Certifications

• Must be able to pass a federal background check.

• U.S. work authorization required.

Work Environment

This position is performed in a fast-paced, professional call center setting. The role requires collaboration across departments and frequent engagement with both internal staff and external federal partners.

Physical Demands

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

• Sit for extended periods while wearing a headset

• Use a computer and telephone for the majority of the workday

• Communicate clearly and concisely in writing and verbally

• Occasionally lift and move office materials up to 20 pounds

Position Type and Expected Hours of Work

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

• Standard schedule: Monday – Friday, 7:30 AM – 5:30 PM ET (subject to shift assignments).

• Assignment Length: Ongoing

Compensation

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

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, respectful, and equitable work environment. Employment decisions are made without regard to race, color, religion, sex, age, national origin, disability, veteran status, or any other protected characteristic.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of all duties and responsibilities required. Duties may be modified at any time based on business needs.