Customer Service Representative I (Onsite-Lawrence Kansas-Temporary)

Description & Requirements

"This position is responsible for providing Data Entry, Clerical and Phone Based Support for the multiple projects in the Shared Operational Services Department.

The position requires excellent organizational skills, the ability to analyze, document, resolve and/or escalate issues while providing excellent customer service.

The CSR I Operations reports directly to the Customer Service Supervisor.

The CSR I Operations, when unsure how to respond to the caller, will consult a Customer Service Representative II."

This is a temporary onsite role beginning in September ending at the end of December.

Must work on-site at the Maximus Lawrence Kansas Location

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.

Customer Service:

• Performs phone and email-based customer service functions

• Provides complete information to Tax Relief Act (TRA) callers in an easy-to-understand manner

• Consistently demonstrates effective telephone communication and customer service skills

• Adheres to current and modified processing procedures, contractual commitment times and provides high level of quality and customer service

Clerical/Data Entry:

• Performs clerical and data entry functions between calls

• Performs a variety of routine clerical duties, such as photocopying, compiling records, filing and distributing mail

• Compare, sort and verify accuracy of data to be entered

• Key data entry from source documents of varied semi-complex nature

• Helps maintain processing procedures and streamline operations by pointing out data flow problems

Other:

• Maintains up-to-date knowledge of project regulations and policies

• Exhibits strong problem solving capabilities

• Works independently with dependable and accurate results

• Maintains positive attitude and works well under pressure

• Adheres to Privacy Act and confidentiality of information processed"

Education and Experience Requirements

"• High School diploma or equivalent

• Minimum six (6) months customer service experience

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

• Must be able to type a minimum of 20 WPM

• Ability to effectively work within established contractual turnaround times

• Must have demonstrated excellent interpersonal skills and the ability to organize simultaneous tasks

• Proven ability to work as a member of a team



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*Must be able work on Site at the Maximus Lawrence Kansas location.

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