Manpower Group Public Sector is partnered with a federal integrator in their search for a **Call Center/Customer Service Contact Center Representatives** to join their team in Landover, MD. The core business hours for this role is 9:00am – 5:30pm EST plus a rotation to cover west coast hours. _***Candidates must be eligible to obtain a Public Trust in order to successfully complete federal agency vetting - Public Trust is required to begin work***_ **Job Summary:** The Customer Service Representative (CSR) works in the Enterprise Services Human Resources Service Center (ESHRSC) Customer Engagement Center (CEC) on the Department of Commerce contract. This program provides Personnel Action Request (PAR), Payroll, and Benefits (PP&B) services for ten Bureaus/Offices with a total population of approximately 22,000 employees. The incumbent of this position has responsibility to respond to customer inquiries related to PP&B processing issues via phone, email, and employee portal, utilizing pre-determined talking ‘scripts’, job aids, and general knowledge of Federal HR processing rules and regulations. The CSR coordinates work with Senior Customer Engagement Specialists and CEC Team Lead, and collaborates with Delivery Teams to provide prompt resolution of issues and improve the customer experience. In addition to maintaining positive, productive relationships with ES, the CSR coordinates with other CSR’s to provide uninterrupted service to all DOC employees during established business hours. The Contact Center Representative applies advanced skills and experience in performing end to end Customer Relationship Management functions. This position provides support for HR Services, HR Applications, and HR Transactions that receive inquiries including self-service resources in a tiered manner from Tier 1 to Tier 2. Able to meet requirements for a Public Trust clearance upon hire. **Responsibilities:** + Provides support to end-users via voice and e-mail + Creates and/or documents ticket in ServiceNow with actions taken and discussion + Accesses and research documents that provide troubleshooting resolution + Supports Tier 1 function and s escalated Tier I requests + Maintaining a positive, empathetic, and professional attitude toward customers at all times + Responding promptly to customer inquiries + Acknowledging and resolving customer concerns and complaints + Ability to stay calm when customers are stressed or upset + Communicating with customers through the various channels (phone, portal, and email) + Learning our services inside and out so that you can answer questions presented + Communicating and coordinating with colleagues as necessary + Ensure customer satisfaction and provide professional customer support + Other duties as assigned **Qualifications:** + Able to meet requirements for a Public Trust clearance upon hire + One (1) year of call center experience responding to customer inquiries based on Federal HR knowledge + Experience in ticket management (e.g. ServiceNow, etc.) + Proficiency with Microsoft Office products + Advanced troubleshooting and help desk experience (ability to learn and utilize the different HR systems needed to complete an inquiry) + Producing and utilizing reports effectively + Strong organizational and multitasking skills + Ability to meet deadlines + Strong communication skills **Desired Qualifications:** + Bachelor’s degree desired + Quality control and process improvement experience + Shared Services experience ManpowerGroup is committed to providing equal employment opportunities in a professional, high quality work environment. It is the policy of ManpowerGroup and all of its subsidiaries to recruit, train, promote, transfer, pay and take all employment actions without regard to an employee's race, color, national origin, ancestry, sex, sexual orientation, gender identity, genetic information, religion, age, disability, protected veteran status, or any other basis protected by applicable law.