CSR III - Team Lead
Description & Requirements
Maximus is seeking a CSR III position.
This is a Limited Services role.
This is a fully remote position.
*Must have the ability to pass a federal background check.
*Must have the ability to go on site in Pharr, TX to pick equipment up.
Essential Duties and Responsibilities:
- Assists supervisor/manager with the management of daily activities over a group of agents that handle customer service inquiries and problems via the telephone and sometimes e-mail.
- Provides direction and guidance to less experienced team members and provides coaching on how to handle more complex inquiries.
- Recognizes and recommends areas needing improvement.
- May assist in scheduling and coordinating team activities.
- May provide input into hiring decisions and performance appraisals, but does not necessarily make hiring decisions or conduct performance appraisals.
- Handles more complex customer service inquiries and problems via the telephone, recording consistent problem areas.
- May respond to e-mail inquiries.
- Customer service is the primary function.
- Calls are non-routine and require deviation from standard screens, scripts, and procedures.
- Handles situations which may require adaptation of response or extensive research according to customer response.
- Uses computerized system for tracking, information gathering, and/or troubleshooting.
- May handle escalated and unresolved calls from less experienced representatives."
- Follow defined program information, processes, and procedures.
- Answer inbound telephone calls in a courteous, timely, and professional
manner following approved scripts and using a PC based application.
- Respond to escalated and priority questions from CSRs in a courteous and professional
manner through chat channels.
- In the event a CSR is unable to answer a caller's question, the lead CSR will use
appropriate scripts to respond to the caller's inquiry.
- Maintain up-to-date knowledge of OPM USPS policies and procedures as applicable.
- Respond to telephone inquiries within the departmental goals for quality, schedule
adherence and average handle time.
- Adhere to approved scripts in conducting interviews and completing forms.
- Use frequently asked questions (FAQs) and help text to look up and provide information to
inquiries.
- Enter data into desktop application to accurately capture all responses.
- Continually look for and suggest process improvements that will benefit MAXIMUS and
our customers (internal and external).
- Immediately report system issues to supervisor or appropriate parties.
- Perform other duties as assigned.
Minimum Requirements:
- High School diploma or equivalent with 0-2 years of experience.
Home Office Requirements:
-Hardwired internet (ethernet) connection.
-Internet download speed of 25mbps single upload or higher required (you can test this by going to www.speedtst.net).
-Private work area and adequate power source.
-Video calls may be r...
- Rate: 20.585
- Location: Pharr, US-TX
- Type: Permanent
- Industry: Finance
- Recruiter: Maximus
- Contact: Not Specified
- Email: to view click here
- Reference: 23299
- Posted: 2024-08-28 08:42:07 -
- View all Jobs from Maximus
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