Information Specialist Tier 2

Description

Information Specialists Tier 2 (IN and Remote)

At Leidos, we deliver innovative solutions through the efforts of our diverse and talented people who are dedicated to our customers' success. We empower our teams, contribute to our communities, and operate sustainably. Everything we do is built on a commitment to do the right thing for our customers, our people, and our community. Our Mission, Vision, and Values guide the way we do business.

Leidos is seeking experienced and customer-focused Tier 2 Information Specialists to join our team supporting inquiries related to federal government programs and services. As a Tier 2 Information Specialist, you will manage escalated and complex inquiries, providing accurate and detailed responses to help the public understand government programs and services through telephone, email, web chat, and other communication channels.

What you will do:

• Handle escalated and complex inquiries from Tier 1 Information Specialists and resolve issues that require advanced problem-solving skills and in-depth knowledge.
• Use approved content and resources to deliver comprehensive information and solutions that meet customer needs.
• Document and track all interactions and resolutions in the CRM system, ensuring accurate and timely updates.
• Collaborate with subject matter experts, supervisors, and the training team to ensure continuous improvement in service delivery and customer experience.
• Provide feedback and coaching to Tier 1 Information Specialists to enhance service quality and first-contact resolution rates.
• Stay informed about the latest developments in federal government programs and services to ensure the highest level of customer service.
• Maintain a professional and empathetic approach in all customer interactions.

• High school diploma or General Educational Development (GED) certificate required.
• Minimum of 2 years of experience in a contact center or customer service environment, preferably handling complex and escalated inquiries.
• Strong knowledge of federal government programs and services.
• Proficiency in using CRM systems and other contact center technology.
• Excellent communication skills, both written and verbal, with proficiency in American English.
• Demonstrated ability to handle high-pressure situations and complex issues with calmness and professionalism.

• Experience in training or coaching other customer service representatives.
• Proficiency in Spanish or other languages is a plus.
• Familiarity with government information systems and customer service best practices.