Customer Service Specialist

Project Enhancement Corporation (PEC), and its team, focus on providing Project Management and specialized technical services in the areas of emergency operations, nuclear incident response, nuclear safety, worker safety and health, quality assurance, environment as well as materials and facilities disposition within the DOE and commercial power industry. This career position is open to all applicants, and internal PEC employees, who are encouraged to apply. Successful applicants will be redirected Centaur, our subcontractor, which offers unique and competitive compensation and benefits packages.

Located in Germantown, MD Centaur Consulting Group LCC is a technical services business focused on providing project management and specialized consulting services in the areas of worker safety and health, quality assurance, environmental programs, and materials/facilities disposition across U.S. Department of Energy (DOE), U.S. Department of Labor (DOL), and the commercial power industry.

For more information, visit our website at https://centaurllc.org/

Employment Position: Customer Service Specialist

Location: Frances Perkins Building, Washington, DC.

Employment Type: Full-Time

The Customer Service Specialist will provide front-line support for the U.S. Department of Labor's No Surprises Act (NSA) Provider Compliant Processing program. The customer service specialist manages direct interactions with individuals and providers, ensuring that all inquiries, complaints, and requests are handled with professionalism, accuracy, and timeliness.

Responsibilities:

• Serve as the first point of contact by handling inquiries and complaints via phone, email, and other approved channels with professionalism and empathy.
• Assess complaints for validity and jurisdiction; resolve straightforward issues and escalate complex matters per Standard Operating Procedures (SOP).
• Maintain working knowledge of the NSA, complaint workflows, and Employee Benefits Security Administration (EBSA) standard operating procedures to provide accurate and compliant responses.
• Record all interactions, case details, and resolutions in the Technical Assistance Inquiry System (TAIS) with accuracy.
• Capture and relay recurring issues and customer feedback to drive service improvements.
• Follow all federal, privacy, and agency regulations to ensure sensitive information is safeguarded, including compliance with the Health Insurance Portability and Accountability Act (HIPAA), the protection of Personal Health Information (PHI), and the safeguarding of Personally Identifiable Information (PII)
• Review 100-150 new complaints per workday while balancing communications, documentation, and reporting.
• Obtain missing information (e.g., coverage type, plan sponsor, claim/service details) to move cases forward.

Required Qualifications:

• High school diploma or equivalent.
• 1-2 years in customer service, call center, data entry, or similar high-volume, customer-facing environment.
• Proficiency with data entry/CRM or case management tools; ability to learn TAIS quickly.
• Professional written and verbal skills for interactions with complainants, providers, and health plans.
• Accuracy in documentation; ability to determine jurisdiction and follow SOPs.

Desired or Preferred Qualifications:

• Prior experience working with federal government contracts or in a regulated environment.
• Background in health insurance, employee benefits, or healthcare provider relations.
• Experience handling protected health information (PHI/PII) under HIPAA or other federal privacy requirements.
• Familiarity with the No Surprises Act (NSA), health insurance regulations, or Department of Labor processes.

Security Requirements:

• U.S. citizenship.
• Employment is contingent upon successful completion of background investigations and ongoing drug screening.

To Apply:

Interested candidates should email their resumes to: bpineda@ccg-group.org