CSR II Operations (Temporary, Remote)

Essential Duties and Responsibilities:

Provides customer service for basic and routine inquiries and problems via multiple possible channels (i.e. telephone, emails, web chats, or written letters).

Calls are predominantly routine, but may require deviation from standard screens, scripts, and procedures.

Uses computerized system for tracking, information gathering, and/or troubleshooting.

Provides feedback when needed, provide input on call trends, processes, procedures, and training.

May respond to customer inquiries by referring them to published materials, secondary sources, or more senior staff.

Provide knowledgeable responses to telephone, email and chat inquiries in a courteous and professional; utilizing training and work instruction documents

Accept and assist all customers transferred from Customer Service Representative I

Provide the location of reference material when responding to a Customer Service Representative I question

Continually look for and suggest process improvements, which will benefit GDIT and our customers (internal and external)

Make process improvement suggestions to the Customer Service Supervisor

The OPM Customer Service Representative III training session will also consist of more detailed training and focus on the below topics:

Call Handling (accepting transfers from Customer Service Representative I)

Escalations to the Customer Service Supervisor

Submitting improvement suggestions to the Customer Service Supervisor

Follow established and documented policies and standard operating procedures, such as, filling out timesheets and adhering to privacy rules

May be required to work scheduled holidays. Overtime may be required

Minimum Requirements

High School diploma or equivalent with 6 months of customer service experience.

May have additional training or education in area of specialization.

Minimum 60 days experience as a OPM Customer Service Representative I required. Six (6) months experience preferred

Must be able to speak and read English and Spanish clearly, professionally and fluently

Must be able to type a minimum of 20 WPM

Ability to effectively work within established contractual turnaround times required

Must have demonstrated excellent interpersonal and leadership skills and the ability to organize simultaneous tasks

Proven ability to work as a member of a team

Experience answering OPM calls is required

Regular and predictable attendance is required

Must be able to pass a government background check

Must be a U.S. Citizen

Remote Position Requirements:

Internet speed of 25mbps or higher required / 50 Mpbs for shared internet

connectivity (you can test this by going to www.speedtest.net).

Minimum 5mpbs upload speed.

Connectivity to the internet via Category 5 or 6 ethernet patch cable to the

home internet router.

Private work area and adequate power source

Pay Transparency

For positions on this contract, Maximus will pay the prevailing wage rate for the location in which the employee is working, as determined by the Department of Labor. That wage rate will vary depending on locality. An applicant's salary history will not be used in determining compensation.

Accommodations

Maximus provides reasonable accommodations to individuals requiring assistance during any phase of the employment process due to a disability, medical condition, or physical or mental impairment. If you require assistance at any stage of the employment process-including accessing job postings, completing assessments, or participating in interviews,-please contact People Operations at applicantaccom@maximus.com .

Minimum Salary

$19.00

Maximum Salary

$19.00