CSR I Operations - OPM PSHB

Description & Requirements

Maximus is seeking a CSR I operations team to support our OPM - PSHB program,

Must have experience working on the PSHB program

Must have the ability to pass a federal background check.

Must have the ability to go on site in Pharr, TX to pick up equipment.



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*This is a full time, limited service role

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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.

- Handles customer service inquiries and problems via the telephone, recording consistent problem areas.

May respond to e-mail inquiries.

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- Customer service is the primary function.

- Calls are basic and routine.

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

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

- Respond to incoming calls, and make occasional outbound calls

- Utilize standard technology such as computer, telephone, email, and web browser to complete work tasks

- Complete basic call-related input in computer terminal to phone inquiries

- Responds to all inquiries consistent with confidentiality and privacy policies and refers callers to alternate sources when appropriate

- Attention to detail, ability to multitask is required

- Meet Quality Assurance (QA) and other key performance metrics

- Track and document all inquiries using the applicable systems

- Maintain updated knowledge of the Contact Center performance requirements as well as corporate and project policies and procedures

- Work closely with the Supervisor(s) in resolving difficult and complex consumer interactions

Home Office Requirements:

- Hardwired internet (ethernet) connection

- Internet download speed of 25mbps or higher required (you can test this by going to www.speedtest.net)

- Private work area and adequate power source

- Computer/Laptop (no tablets or Chrome books)

Minimum Requirements

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

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

EEO Statement

Maximus is an equal opportunity employer.

We evaluate qualified applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information and other legally protected characteristics.

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 ...