CSR I Operations (Richmond, Virginia)

Description & Requirements

Maximus is currently seeking Customer Service Representatives to support the Department of Education.

This requisition is primarily to build a candidate pool in this designated area.

The primary responsibilities will be to respond to incoming calls or chats as well as make outbound calls regarding Federal Student Aid (FSA) Loan Servicing.

To prepare you for this role, Maximus provides paid, comprehensive training which ensures our employees care for each caller with the highest levels of knowledge and professionalism.

- This is a remote position, but you must live within 1 hour of Richmond, VA and be willing to work onsite for up to one week.

- Training Schedule: Must be able to attend 4 weeks of Training (remotely - from home), Monday - Friday, 9am-5:30pm ET.

No time off is permitted during training.

- Pay and Benefits:- Competitive pay rate based on the county in which you live

- Additional bonuses available

- Paid training

- The opportunity to work from the comfort of your home

- Supportive environment with peers who share your passion for improving people's lives

- A career path that unfolds based on how you want to grow within the company

- This will be for a limited service position (Approximately 6 Months)

Hours of Operation:

- Mon: 8 am - 11 pm EST

- Tue - Fri: 8 am - 8 pm EST

- Sat: 10 am - 2 pm EST

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 basic and routine.

- 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.

Additional Duties and Responsibilities:

- Respond to incoming calls, e-mails or chats and make outbound calls regarding Federal Student Aid (FSA) Loan Servicing

- Utilize available systems, knowledgebase, and standard technology such as telephone, e-mail, and web browser to respond to inquiries and perform job duties

- Process requests received via general correspondence and notate accounts regarding actions taken in response to those requests

- Use computerized system for tracking, information gathering, and/or troubleshooting

- Support Contact Center expectations as well as departmental and corporate policies and procedures

- Maintain regular use of the feedback tool to give and receive constructive feedback on call quality and department tasks

- Assist with Credit Bureau Requests utilizing established processes and procedures

- Refer escalated calls or inquiries to appropriate levels as needed

- Basic math and PC skills including MS Office applications required

- Must have demonstrated excellent interpersonal skills and the ability to organize simultan...