Customer Service Representative (CSR) Tier 3

Description & Requirements

At Maximus, we're proud to be celebrating our 50th year in business, with strong financial performance - including $1.4B in revenue this quarter and 15% growth in our Federal services group.

We've also been recognized as a Washington Post Top Workplace and a VETS Indexes 5 Star Employer in 2024.

Maximus Federal is proactively seeking top talent in anticipation of a potential upcoming contract with the Department of Defense (DoD).

This project is currently in the bidding phase, and we're eager to consider strong candidates who may be a great fit for this opportunity.

Why Join Maximus?

Becoming part of Maximus means joining a team that offers:


* Comprehensive benefits, including medical/dental/vision, paid time off, and more


* Opportunities for career advancement and professional development


* A collaborative, respectful work environment with supportive leadership and mentorship

Active Secret clearance is strongly preferred.

If you do not already have one, you must be eligible and willing to go through the clearance process.

Essential Duties and Responsibilities:
- 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.

Job-Specific Essential Duties and Responsibilities:
- Manage and communicate with Agency contacts and background investigators on case status and processing needs for scheduled cases.

- Reports to the Department head or Team Lead.

- Receive, analyze, comprehend and respond to information inquiries and service requests (SR) via telephone, emails, fax, postal mail and online/internet.

- Communicate missing case data/information to agencies.

- Prepare and send background investigation notices to agencies when applications don't meet the requirements of federal guidelines.

Job-Specific Minimum Requirements:

- Active Secret clearance is strongly preferred.

If you do not already have one, you must be eligible and willing to go through the clearance process.

- High School diploma or equivalent with 1-3 years of work-related experience

- Ability to go on-site to location within Boyers, PA

Minimum Requirements

- High School diploma or equivalent with 12 months of customer service experience.
- May have additional training or education in area of specialization.

Job-Specific Preferred Skills & Experience:

- 1+ years background investigation CSR experience

- Ability to work as part of a team

- Problem/situation analysis

- Detail oriented

- Ability to meet deadlines
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