**Description** Multi-Channel Contact Center Customer Service Representatives (CSRs) respond to incoming contacts from consumers seeking advice on identity theft, consumer fraud, and poor business practices. CSRs document government reports in a secure database and provide guidance on consumer protection. Representing our government client is of critical importance. CSRs must deliver excellent customer service with professionalism and empathy, while educating consumers accurately and multitasking by speaking with consumers and entering data into the government database. CSRs play a crucial role in leveraging Generative Artificial Intelligence (Gen AI) within our call center operations. This involves adapting to AI automation and integrating this technology within the team to streamline tasks, improve efficiency, ensure data accuracy, and enhance the customer experience. This is a remote, work from home, CSR role. CSR candidates must confirm work from home requirements listed in the Minimum Required Qualifications section. **The shift is 9:00 am to 5:00 pm (EST) Monday through Friday, with government holidays off.** **Primary Responsibilities:** + Respond to inbound phone, email, chat, and postal mail contacts professionally, courteously, and empathetically. + Ask probing questions to gather important consumer data. + Document consumer reports into a web-based application for law enforcement. + Provide accurate information on fraud prevention, protection, and recovery. + Assist consumers in navigating online accounts and services. + Ensure confidentiality and privacy of consumer information according to government policies and regulations. + Meet individual and team performance metrics, including schedule adherence, average handle time, call quality, data accuracy, and customer satisfaction. + Participate in ongoing training and development programs to enhance customer service skills and knowledge. **Minimum Required Qualifications:** + High school diploma or GED equivalent. + Strong problem-solving and critical-thinking abilities. + Ability to navigate multiple web-based applications and systems simultaneously. + Proficiency with computers and standard office software (e.g., Microsoft Office Suite, CRM systems). + High level of professionalism, empathy, and integrity. + Excellent verbal and written communication skills, with the ability to multitask by talking and typing simultaneously. + Must meet work from home requirements: + Maintain reliable wired to broadband internet services + Home office to work from which is in a quiet environment and consists of four walls with a door + Workspace that includes a desk and a chair + Ability to obtain a Public Trust clearance; this process can take 7-60 days and must be completed before starting the role. **Desired Qualifications:** + Bilingual (fluent in both Spanish and English; additional compensation considered for passing the bilingual assessment). + Prior call center experience. + Customer service experience. + General knowledge of federal laws related to consumer protection. + A professional resume with the applicant's contact information (phone number and email address) and contact information (phone numbers and addresses) of previous employers should be attached to the application. This position is covered under the Service Contract Act and is subject to minimum requirements. Leidos ensures that all provisions are satisfied. **The pay for this position will be $17.20/hr.** **Original Posting Date:** 2025-02-25 While subject to change based on business needs, Leidos reasonably anticipates that this job requisition will remain open for at least 3 days with an anticipated close date of no earlier than 3 days after the original posting date as listed above. **Pay Range:** Pay Range - The Leidos pay range for this job level is a general guideline onlyand 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 REQNUMBER: R-00154198 All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status. Leidos will consider qualified applicants with criminal histories for employment in accordance with relevant Laws. Leidos is an equal opportunity employer/disability/vet.