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Customer Service Rep III
Serco North America Herndon, VA
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Customer Service Rep III

Serco North America
Herndon, VA
Expired: December 04, 2023 Applications are no longer accepted.
  • $20 Hourly
  • Retirement
  • Full-Time
Position Description

Looking for a career where you can make a difference every day? The Customer Service Representative will be on a dynamic team, supporting customers with processing their retirement pensions. Bring your expertise and collaborative skills to make an impact towards servicing our retirees

The Pensions Benefits Guarantee Corporation (PBGC) is a government agency that protects the retirement security of over 35 million Americans in single employer and multiemployer pension plans. Serco's goal is to provide the highest level of customer support and to work to protect workers and retirees hard earned pension benefits.

The CSRIII is a non-exempt position that will assist the Contact Center Call Teams Manager and Call Teams Supervisory staff in ensuring that client goals are met in a timely and satisfactory manner. This position will support the Contact Center Call Teams Manager as well as the Contact Center Supervisory staff.

As a CSRIII, you can expect to:
  • Provide reporting and other deliverables in relation to the Contact Center to the Contact Center Call Teams Manager.
  • Support the facilitation and execution of special projects as identified by the Call Teams Manager and/or Supervisory staff.
  • Support the Contact Center Manager and Supervisory Staff with research as needed with QuEST dashboard views or other similar projects as assigned.
  • Provide assistance with agent coaching and development as needed by the Call Teams Manager or Supervisory staff.
  • Participate in the tracking and execution of test cases for the QuEST system as required by the PBGC Business Process group as part of User Acceptance Testing.
  • Assist in review of Service Requests or Tasks; provide feedback and agent coaching as needed.


To be successful in this role, you wil have:
  • A high school diploma or GED required
  • 2 years of work experience required
  • Prior PSR experience
  • Working knowledge of Microsoft Word and Microsoft Excel
  • Experience working in a call center environment
  • Ability to generate customer satisfaction
  • Ability to work in a fast-paced environment
  • Ability to work flexible hours as needed to meet business objectives

The hourly rate for this position is $20.48/hr. plus an additional $4.22/hr. for Health and Welfare (H&W).

Candidates will be considered from the following locations: Euclid, OH; Doral, FL and Virginia (remote).

If you are interested in supporting and working with our PBGC Team and a passionate Serco team- then submit your application now for immediate consideration. It only takes a few minutes and could change your career!

Company Overview

Serco Inc. (Serco) is the Americas division of Serco Group, plc. In North America, Serco's 9,000+ employees strive to make an impact every day across 100+ sites in the areas of Defense, Citizen Services, and Transportation. We help our clients deliver vital services more efficiently while increasing the satisfaction of their end customers. Serco serves every branch of the U.S. military, numerous U.S. Federal civilian agencies, the Intelligence Community, the Canadian government, state, provincial and local governments, and commercial clients. While your place may look a little different depending on your role, we know you will find yours here. Wherever you work and whatever you do, we invite you to discover your place in our world. Serco is a place you can count on and where you can make an impact because every contribution matters.

To review Serco benefits please visit: If you require an accommodation with the application process please email: or call the HR Service Desk at 800-628-6458, option 1. Please note, due to EEOC/OFCCP compliance, Serco is unable to accept resumes by email.

Candidates may be asked to present proof of identify during the selection process. If requested, this will require presentation of a government-issued I.D. (with photo) with name and address that match the information entered on the application. Serco will not take possession of or retain/store the information provided as proof of identity. For more information on how Serco uses your information, please see our Applicant Privacy Policy and Notice.

Serco does not accept unsolicited resumes through or from search firms or staffing agencies without being a contracted approved vendor. All unsolicited resumes will be considered the property of Serco and will not be obligated to pay a placement or contract fee. If you are interested in becoming an approved vendor at Serco, please email

Serco is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.


Serco North America

Herndon, VA
20170 USA



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