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...