CSR II Operations (On-Site Lawrence KS)

Description & Requirements

The OPM Customer Service Representative II CSR) is responsible for delivering general OPM healthcare enrollment information to callers.

The Customer Service Representatives use basic office equipment and technology such as soft telephones, email, chat and web browsers to perform their duties.

The processes that the Customer Service Representatives must follow are well defined and documented in training and work instructions.

The Customer Service Representative II reports directly to the Customer Service Supervisor.

This is a level responsible for disseminating general OPM Healthcare enrollment information and assisting CSR I with their questions and providing the location of reference material.

Enrolling callers into their healthcare plan of their choice, providing the location of healthcare plan information, referral to other agencies, enrollment guidelines and a general OPM health care background will be the focus with callers.

The Customer Service Representative II when unsure how to respond to the caller will consult a Customer Service Supervisor.

This is a Seasonal On-Site position at the Maximus Lawrence KS location.



*Duration of this position is approximately 6-8 weeks must be available to work from October to December

*

You will be required to work an 8-hour shift between the hours of 7am-7pm CST.

Overtime will be required- you will work 1 hour of Overtime (OT) on Mondays and 2 hours on Veterans Day as well as on at least two other specific dates in December.

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 Maximus 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 sugg...