Job Description

Customer Service Representative

The Multi-Domain Solutions (MDS) division at Leidos is seeking a Customer Service Representative responsible for providing prompt, courteous, and effective support to customers by responding to inquiries and service requests. This role involves delivering accurate information regarding products, services, and policies, as well as resolving routine customer concerns and escalating complex issues when needed. The ideal candidate ensures all customer interactions are properly documented and aligned with organizational standards for quality and compliance.

Primary Responsibilities

• Respond promptly and professionally to customer inquiries via phone, email, or other communication channels.
• Provide accurate information regarding products, services, procedures, and policies.
• Resolve customer complaints with empathy and efficiency; escalate complex or unresolved issues as appropriate.
• Document all customer interactions in the organization's ticketing or CRM system.
• Update and maintain customer records and account information.
• Follow established communication procedures, service guidelines, and best practices.
• Support quality assurance initiatives by meeting or exceeding performance and compliance standards.
• Participate in training sessions and remain up to date on system updates, product changes, and company policies.
• Assist with administrative tasks and reporting activities as assigned.

Basic Qualifications

• TS/SCI w/ Poly Clearance is required
• High school diploma or equivalent.
• 24 years of prior relevant experience in customer service, technical support, or a similar role.
• Demonstrated experience interacting directly with customers to resolve service inquiries or product-related issues.
• Ability to perform basic troubleshooting and determine appropriate corrective actions such as initiating repairs, returns, or on-site service.
• Proficiency in Product Support, Incident Management, and Technical Support practices.
• Working knowledge of Microsoft Windows Support and customer service tools (e.g., ticketing or CRM systems).
• Strong verbal and written communication skills, with the ability to document service interactions clearly (Technical Communication, Report Writing).
• Ability to work independently under limited supervision to solve moderately complex problems.

Preferred Qualifications

• Experience managing services or support cases from start to resolution (Case Management).
• Familiarity with Online Chat Support and multichannel customer service platforms.
• Experience analyzing and using Customer Data to improve service outcomes or customer satisfaction.
• Demonstrated ability to guide customers through process or product changes (Change Management).
• Strong understanding of the company's products or services (Product Knowledge) and their practical applications in the field.
• Exposure to Training and Development or peer mentoring in a service environment.
• Understanding of Service Delivery best practices and techniques to meet operational goals.
• Ability to organize, track, and analyze service trends or metrics (Information Management)

Job Tags

Similar Jobs