About this role.
This Tier 1 Customer Service Representative role at Leidos involves providing first-level support for the Centers for Medicare & Medicaid Services (CMS) Marketplace Service Desk. Responsibilities include handling phone and email inquiries, resetting passwords, unlocking accounts, and logging tickets in ServiceNow. The position requires shift flexibility, including weekends during peak periods, and the ability to navigate multiple systems simultaneously. Candidates need at least one year of customer service experience, strong communication skills, and familiarity with Microsoft systems. The role offers a competitive salary range with opportunity for training and growth within a large federal contracting organization.
Role DNA
A quick view of the complexity, pace, ownership and collaboration implied by the job description.
Job Complexity
2/5Pace & Pressure
3/5Autonomy Level
2/5Communication Load
3/5Salary analysis
Estimated compensation compared with the broader US market for similar roles.
Core skills
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Cover letter sample
I am writing to express my interest in the Tier 1 Customer Service Representative position at Leidos. With a strong background in customer service and a commitment to helping others, I am confident in my ability to provide excellent support to the CMS Marketplace Service Desk.
In my previous role, I successfully handled high-volume phone and email inquiries, managed multiple systems simultaneously, and consistently met service level agreements. I am proficient in password reset procedures and familiar with ServiceNow for logging and tracking tickets.
I understand the importance of accuracy and empathy when dealing with government program inquiries. My ability to quickly learn new systems and adapt to changing procedures will allow me to thrive in this dynamic environment.
I am available to work the required shifts, including evenings and weekends during peak periods, and I am committed to delivering a positive experience for every customer. Thank you for considering my application. I look forward to the opportunity to contribute to your team.
Sample interview questions
In my previous role as a customer service representative at a call center, I handled over 50 calls per day while simultaneously navigating three different software applications. I used a dual-monitor setup to keep reference materials open and would often take notes while the customer was speaking to ensure accurate documentation.
I would first apologize for the inconvenience and assure them I am there to help. I would verify their identity and guide them through the password reset process step by step. If the system allowed, I would attempt to unlock the account while they waited. I would remain calm and empathetic throughout, and if unable to resolve, I would escalate to Tier 2 with a detailed note.
I would prioritize based on urgency and impact. An incoming call would be answered first as it is real-time interaction. After handling the call, I would check the email inquiry. If it requires immediate attention, I would respond briefly and set a follow-up. Pending ticket updates would be done during quieter moments, ensuring all tasks are addressed within service level agreements.
I understand that flexibility is necessary for this role. I plan my personal activities around my work schedule, ensuring I have dedicated time for rest and family. I also practice self-care by maintaining a consistent sleep routine and using my days off to recharge. I am comfortable working weekends as long as there is a predictable rotational schedule.
In a previous role, a customer had a technical issue not listed in the knowledge base. I listened carefully and documented the details. I informed the customer that I would research the issue and get back to them. I escalated the case to my supervisor and later added the solution to the knowledge base after it was resolved. This ensured better service for future customers.
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 sustainable. 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.
The Digital Modernization Sector has an opening for a Tier 1 Customer Service Representative.
NOTE:
The hourly rate for this position is $17.86/hr.
Position requires shift flexibility to support 8am – 8pm on Monday through Friday (a 8×5 day operation) with expanded weekend operations in September and October.
The Tier 1 Customer Service Representative (CSR) will be experienced representative responsible for answering Tier 1 customer inquiries. CSR will:
Provide Tier 1 service desk support for insurance issuers, Agents and Web brokers, CMS/CCIIO application users, Health Insurance Exchanges and state agencies based on Inquiries are received via phone, 1-855-CMS-1515 (1-855-267-1515), or email, CMS_FEPS@cms.hhs.gov.
Provide account access support, such as password resets and unlocking accounts for various marketplace applications including COTS products such as TIBCO MFT Log user inquiries in Service Now and assign to the right groups internally before assigning to Tier 2 support.
Triage inquiries by marketplace functions and assign to the right marketplace systems/CCIIO business groups as applicable – skills and knowledge provided by training via our training instructors.
Provide general policy information supplied by the business owners and Tier 2 systems Provide process guidance to the requesters seeking help/guidance based on information provided by CMS/CCIIO business owners and Tier 2 support teams.
Respond effectively and accurately to or properly route IT inquiries and escalations for The Centers for Medicaid and Medicare Services Marketplace Service Desk.
Provide the customer with accurate and complete responses; provide ticket status information, while meeting and exceeding service expectations.
Utilize a Knowledge Base to locate scripted answers and to thoroughly document information into the database.
Escalate requests to appropriate IT departments throughout the CMS Marketplace Service Desk organization to prevent work stoppage due to technology challenges.
Provides guidance to customer on next steps as well as summarizes the contact including the responses and the referrals.
Provide account access support, such as password resets and unlocking accounts for various marketplace applications including COTS products.
Log user inquiries in Service Now and assign to the right groups internally before assigning to Tier 2 support. Support triage inquiries by marketplace functions and assign to the right marketplace systems/CCIIO business groups as applicable – skills and knowledge provided by training via our training instructors.
Required Qualifications:
GED or higher.
At least 1 year of customer service experience using multiple systems to identify solutions for the customer and the ability to manage multiple systems, tabs and issues at one time.
Experience with follow up and closure for customer.
Experience with thorough documentation of contact.
Proven excellent customer service skills.
Excellent verbal and written communications.
Must have strong focus, dedication to research and resolve issues.
Excellent knowledge of computers and Microsoft systems, 40 wpm typing.
Receptive to training for business acumen adoption, service desk operational processes, and information dissemination that aligns with a Tier 1 service desk function.
Strong communication skills and multi-tasking skills.
Strong verbal customer service skills.
Must be available to work nights, holidays and weekends.
All candidates supporting the CMS programs must have lived in the United. States at least three (3) out of the last five (5) years prior to be considered.
Must be able to obtain and maintain a public trust clearance.
Desired Skills:
CxOne and ServiceNow knowledge a plus.
High volume IT Support experience.
The Mission
The Digital Modernization Sector is focused on delivering performance-based IT services and repeatable solutions to include applying cloud-factory and aaS (as a Service) capabilities and integrating commercial products to provide a comprehensive digital engineering approach to IT transformation. Our team is solving the world’s toughest security challenges for customers with “can’t fail” missions. To explore and learn more, click here!
Come join our rapidly growing team and enjoy these benefits:
Paid Time Off (PTO) accrued based on Leidos policy, up to 3 weeks a year.
Eleven (11) paid holidays per year.
Access to benefits on day one including medical and dental insurance, 401K, Life, AD&D, Voluntary Disability plans.
Ongoing training to support your success.
Tuition reimbursement based on Leidos policy.
Discounted Leidos stock purchase and other Employee Discounts.
If you’re looking for comfort, keep scrolling. At Leidos, we outthink, outbuild, and outpace the status quo — because the mission demands it. We’re not hiring followers. We’re recruiting the ones who disrupt, provoke, and refuse to fail. Step 10 is ancient history. We’re already at step 30 — and moving faster than anyone else dares.
Original Posting:
July 29, 2026
For U.S. Positions: 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 $35,100.00 – $63,450.00
The Leidos pay range for this job level is a general guideline only and 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.
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