Customer Service Representative – Tier 1 Full Time NEW

Resonance CX Partners’ mission is to help experienced professionals find opportunities that truly align with their values. We are not a staffing firm or agency. Resonance CX does not hire for these positions—we identify and validate them from customer-focused organizations directly.

Employer Industry: Information Technology and Government Services

Why Consider This Job Opportunity

• Competitive compensation with a 401(k) that includes employer contributions
• Flexible paid time off and hybrid working options for work-life balance
• Comprehensive health coverage including medical, dental, vision, life, and disability insurance
• Opportunities for professional growth and leadership development
• Collaborative and innovative workplace culture recognized as a Great Place to Work®

What To Expect (Job Responsibilities)

• Provide courteous and timely Tier 1 support for inquiries via phone and email
• Assist users with account access support, including password resets and troubleshooting login issues
• Log all user interactions in ServiceNow, ensuring proper ticket assignment and escalation as needed
• Follow documented workflows and escalation procedures to meet service levels and compliance standards
• Uphold all HIPAA and federal security standards to protect sensitive information

What Is Required (Qualifications)

• Minimum of 1 year of experience in a high-volume call center
• At least 1 year of experience using computer-based platforms for ticket/case management and telephony operations
• Strong verbal and written communication skills with a customer-first mindset
• Ability to pass a federal background check and maintain required program clearance
• Must have lived in the United States for at least 3 of the past 5 years

How To Stand Out (Preferred Qualifications)

• 1+ years of experience in the health industry or health insurance domain
• Experience serving CMS or US Federal Government Helpdesk/Service Desk

#InformationTechnology #GovernmentServices #CustomerSupport #CareerGrowth #WorkLifeBalance

We prioritize candidate privacy and champion equal-opportunity employment. Central to our mission is our partnership with companies that share this commitment. We aim to foster a fair, transparent, and secure hiring environment for all. If you encounter any employer not adhering to these principles, please bring it to our attention immediately.

We are not the EOR (Employer of Record) for this position. Our role in this specific opportunity is to connect outstanding candidates with a top-tier employer.

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