Experienced Full Stack Customer Service Representative – Insurance and Healthcare Support

Are you a customer service enthusiast with a passion for delivering exceptional experiences? Do you thrive in fast-paced environments where no two days are the same? If so, we invite you to join blithequark's Digital Modernization Sector as a Computer Operator/Tier 1 Customer Service Representative. In this role, you will be the face of our organization, providing top-notch support to insurance issuers, agents, and web brokers, as well as CMS/CCIIO application users, Health Insurance Exchanges, and state agencies. About blithequark At blithequark, we're dedicated to revolutionizing the way we approach digital modernization. Our team is comprised of innovative thinkers, passionate problem-solvers, and customer-centric individuals who share a common goal: to deliver exceptional experiences that exceed our customers' expectations. As a Computer Operator/Tier 1 Customer Service Representative, you'll be part of a dynamic team that's shaping the future of digital modernization. Job Summary We're seeking an experienced customer service representative to in a full-time capacity. As a Computer Operator/Tier 1 Customer Service Representative, you will be responsible for providing Tier 1 service desk support to our customers, answering their inquiries via phone, email, or other channels. You will also be responsible for providing account access support, such as password resets and unlocking accounts for various marketplace applications. If you're a customer service enthusiast with a passion for delivering exceptional experiences, we encourage you to apply. Key Responsibilities * Provide Tier 1 service desk support to insurance issuers, agents, and web brokers, as well as CMS/CCIIO application users, Health Insurance Exchanges, and state agencies * Answer customer inquiries via phone, email, or other channels * Provide account access support, such as password resets and unlocking accounts for various marketplace applications * Log user inquiries in Service Now and assign to the right groups internally before assigning to Tier 2 support * Triage inquiries by marketplace functions and assign to the right marketplace systems/CCIIO business groups as applicable * Utilize a Knowledge Base to locate scripted answers and to thoroughly document information into the database * Escalate requests to appropriate IT departments throughout the CMS Marketplace Service Desk organization to prevent work stoppage due to technology challenges * Provide guidance to customers on next steps as well as summarize the contact including the responses and the referrals Essential Qualifications * GED or higher * Less than 1+ years of customer service experience using multiple systems to identify solutions for the customer and the ability to manage multiple systems, tabs, and issues at one time * Experience with follow-up and closure for customers * Experience with thorough documentation of contact * Proven excellent customer service skills * Excellent verbal and written communication skills * Strong focus, dedication to research, and resolve issues * Excellent knowledge of computers and Microsoft systems, 40 wpm typing * Receptive to training for business acumen adoption, service desk operational processes, and information dissemination that aligns with a Tier 1 service desk function Desired Skills * CxOne and ServiceNow knowledge a plus * High volume IT Support experience Work Environment and Culture As a Computer Operator/Tier 1 Customer Service Representative at blithequark, you'll be part of a dynamic team that's shaping the future of digital modernization. Our team is comprised of innovative thinkers, passionate problem-solvers, and customer-centric individuals who share a common goal: to deliver exceptional experiences that exceed our customers' expectations. We're a remote-friendly organization, and we offer a flexible work environment that allows you to work from the comfort of your own home. Compensation and Benefits We offer a competitive hourly rate of $17.86 per hour, as well as a comprehensive benefits package that includes: * Medical, dental, and vision insurance * 401(k) matching program * Paid time off and holidays * Opportunities for career growth and professional development If you're a customer service enthusiast with a passion for delivering exceptional experiences, we encourage you to apply. Please submit your resume and a cover letter explaining why you're the perfect fit for this role. We can't wait to hear from you! Equal Employment Opportunity blithequark is an equal employment opportunity employer and welcomes applications from diverse candidates. We are committed to creating an inclusive work environment that values diversity, equity, and inclusion. Public Trust Clearance All candidates supporting the CMS programs must have lived in the United States at least three (3) out of the last five (5) years prior to being considered. Must be able to obtain and maintain a public trust clearance. Pay Range The Leidos pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law. Remote Work This is a remote-friendly position, and you'll have the flexibility to work from the comfort of your own home.