CSR I Operations (On-Site Lawrence KS)

Description & Requirements

The OPM Customer Service Representative I (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 I reports directly to the Customer Service Supervisor.

This is an entry level position responsible for disseminating general OPM Healthcare enrollment information.

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 when unsure how to respond to the caller will consult a Customer Service Representative III.

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 possibly on Veterans Day as well as on at least two other specific dates in December.

You must reside within 75 miles from the Maximus Lawrence Kansas location.

You must be able to go onsite to complete Federal clearance process/paperwork and obtain required fingerprints.

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.

• Provide knowledgeable responses to telephone, email and chat inquiries in a courteous and professional manner

• Follow established and documented policies and standard operating procedures such as filling out timesheets, adhering to privacy rules and responding to numerous telephone, email and chat inquiries

• Utilize standard technology such as telephone, e-mail, and web browser to perform job duties

• Assist caller with locating information needed to make their healthcare plan decision

• Refer calls to other agencies as specified in the training and work instruction documents

• Maintain up-to-date knowledge of OPM regulations and policies as they apply

• Report problems that occur via the online system so they can be addressed by the appropriate parties

• Respond to teleph...