Customer Service Representative

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CGI USA - Finding your fit

Position Description:

CGI Federal is looking for a Tier 1/Tier 2 Customer Service Representative. This individual is responsible for responding to in-bound, routine customer inquiries via phone, web, or email using standard text or quasi-scripted communications messaging from a web-based knowledge base.

Your future duties and responsibilities:

Assists the customer with general product information, support services, application walk-through, and answers to other commonly asked questions about the program and application; Will be the point of escalation for issue resolution, and possibly further escalate inquiries to appropriate higher tiers. Logs inquiries and updates ServiceNow ticketing system. Scope of work is defined by the contractual obligations of the business outsourcing agreement.

Selected Customer Service Representatives will also monitor responses to ensure consistency. This includes identifying areas requiring training and working with management to create and execute training or training materials. The Customer Service Representative will collect, analyze, and distribute team statistics, using metrics to identify areas of improvement and efficiency. The Customer Service Representative will provide performance feedback to team members.

Required qualifications to be successful in this role:

To be considered for this position, candidates should have 5+ years of related work experience, preferably in healthcare administration or customer service. 3+ years of customer service experience preferably in the healthcare administration industry, or 2+ years of experience on an information technology help desk are a plus.

Candidates must be proficient in Tier 2 level support, demonstrate superior customer service skills with a primary focus on problem solving and team building. They must also demonstrate success working in a fast-paced environment and the ability to make sound business decisions. Experience supporting web based applications as well as Microsoft products (specifically Excel CSV files) and technologies.

Desired (optional) qualifications:

Software installation and troubleshooting experience

Web Application Support

Knowledge of healthcare programs

Proficient in level 2 technical support

Critical thinking to analyze

Application testing experience

As a Federal Contractor, all members of CGI Federal, regardless of role or work location are required to be fully vaccinated, with the exception of those with approved medical or religious accommodations.

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Skills:

• Help Desk/IT Services
• ServiceNow
• Telephony
• Data Entry

What you can expect from us:

Insights you can act on

While technology is at the heart of our clients' digital transformation, we understand that people are at the heart of business success.

When you join CGI, you become a trusted advisor, collaborating with colleagues and clients to bring forward actionable insights that deliver meaningful and sustainable outcomes. We call our employees "members" because they are CGI shareholders and owners and owners who enjoy working and growing together to build a company we are proud of. This has been our Dream since 1976, and it has brought us to where we are today - one of the world's largest independent providers of IT and business consulting services.

At CGI, we recognize the richness that diversity brings. We strive to create a work culture where all belong and collaborate with clients in building more inclusive communities. As an equal-opportunity employer, we want to empower all our members to succeed and grow. If you require an accommodation at any point during the recruitment process, please let us know. We will be happy to assist.

Ready to become part of our success story? Join CGI - where your ideas and actions make a difference.

Qualified applicants will receive consideration for employment without regard to their race, ethnicity, ancestry, color, sex, religion, creed, age, national origin, citizenship status, disability, pregnancy, medical condition, military and veteran status, marital status, sexual orientation or perceived sexual orientation, gender, gender identity, and gender expression, familial status, political affiliation, genetic information, or any other legally protected status or characteristics.

CGI provides reasonable accommodations to qualified individuals with disabilities. If you need an accommodation to apply for a job in the U.S., please email the CGI U.S. Employment Compliance mailbox at [email protected]. You will need to reference the requisition number of the position in which you are interested. Your message will be routed to the appropriate recruiter who will assist you. Please note, this email address is only to be used for those individuals who need an accommodation to apply for a job. Emails for any other reason or those that do not include a requisition number will not be returned.

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All CGI offers of employment in the U.S. are contingent upon the ability to successfully complete a background investigation. Background investigation components can vary dependent upon specific assignment and/or level of US government security clearance held. CGI will consider for employment qualified applicants with arrests and conviction records in accordance with all local regulations and ordinances.

CGI will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with CGI's legal duty to furnish information.