Call Center Representative (SCA)

About Peraton

Peraton is a next-generation national security company that drives missions of consequence spanning the globe and extending to the farthest reaches of the galaxy. As the world’s leading mission capability integrator and transformative enterprise IT provider, we deliver trusted, highly differentiated solutions and technologies to protect our nation and allies. Peraton operates at the critical nexus between traditional and nontraditional threats across all domains: land, sea, space, air, and cyberspace. The company serves as a valued partner to essential government agencies and supports every branch of the U.S. armed forces. Each day, our employees solve the most daunting challenges that our customers face. Visit peraton.com to learn how we’re keeping people around the world safe and secure.

About The Role

Peraton is seeking a professional, customer-focused Call Center Representative to support our Federal Customer onsite at Fort Huachuca, AZ. In this role, you will serve as the primary point of contact for incoming customer inquiries, ensuring a high level of service and satisfaction. This is a non-technical role focused on order processing, inquiry resolution, and general information sharing.

Responsibilities:

• First point of contact for Tier 3 requests that are escalated to the Global Cyber Center

• Ensure continuous 24/7 shift coverage to support the GCC mission, which entails working on weekends, holidays, and after hours.

• Responsible for handling customer interactions to provide support (inbound/outbound calls, chats, email and internal ticketing escalations)

• Create, modify and escalate incidents/tickets, translating user requests into logical format for use by analysts in troubleshooting

• Route tickets in accordance with documented procedures

• Perform quality assurance follow-up with customers/end users

• Comply with documented processes and procedures

• Monitor group mailboxes and prioritize emails by order of importance

• Maintain the shift log and ensure accurate, thorough and clear communication from shift to shift

• Provide reporting (as needed)

• Maintain a professional demeanor with our military, civilian and contractor customers

Qualifications

• HS diploma, plus 2 years of customer service experience OR AA/AS OR BA/BS, 1 year customer service experience
• Active Secret clearance

Details

Target Salary Range: $39,000 - $62,000. This represents the typical salary range for this position. Salary is determined by various factors, including but not limited to, the scope and responsibilities of the position, the individual’s experience, education, knowledge, skills, and competencies, as well as geographic location and business and contract considerations. Depending on the position, employees may be eligible for overtime, shift differential, and a discretionary bonus in addition to base pay.

Benefits Statement: Peraton offers eligible employees a variety of benefits including medical, dental, vision, life, health savings account, short/long term disability, EAP, parental leave, 401(k), paid time off (PTO) for vacation, and company paid holidays. A full listing of available benefits can be viewed at https://www.careers.peraton.com/benefits.

Application Statements: The application period for the job is estimated to be 30 days from the job posting date. However, this timeline may be shortened or extended depending on business needs and the availability of qualified candidates. By applying to this job, you are expressing interest in the role and the Company. During the review of your application, you may be required to participate in an on-camera interview, as well as participate in a process to verify your identity. Use of artificial intelligence (AI) tools of any kind during Peraton interviews is strictly prohibited unless the candidate has obtained prior written authorization. All interview responses must be the candidate’s own.

EEO: Equal opportunity employer, including disability and protected veterans, or other characteristics protected by law.