Tier 2 Specialist

Description & Requirements

Maximus Federal is proactively seeking top talent in anticipation of a potential upcoming contract with the Defense Travel Management Office (DTMO).

This is a full-time, remote position.

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

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 predominantly routine, but may require deviation from standard screens, scripts, and procedures.

- 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.

Job-Specific Essential Duties and Responsibilities:

- Provide customer service for basic and escalated inquiries and problems via multiple channels (telephone, emails, web chats)

- Receive and resolve escalations from Tier 1 support staff

- Support updates to Standard Operating Procedures (SOPs)

- Provide feedback when needed, including input on call trends, processes, procedures, and training

- Use computerized systems for tracking, information gathering, and troubleshooting

- Handle high volume inbound calls, chats, and emails

- Provide subject matter expertise regarding the DoD Government Travel Charge Card Program (GTCC), the Defense Travel System (DTS), and Travel Policy

- Ensure escalations are in compliance with travel regulations

- Receive, analyze, comprehend and respond to information inquiries and requests through various communication channels

- Other duties as assigned

Minimum Requirements

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

- May have additional training or education in area of specialization.

Job-Specific Minimum Requirements:

- 6+ months of customer service experience required.

- Ability to meet deadlines and goals, strong communication skills, detail orientated, strong attention to detail

- Ability to work as part of a team with strong problem/situation analysis capabilities

- US Citizenship (no dual citizenship)

- Ability to obtain Public Trust clearance

Preferred Skills and Qualifications:

- Active Public Trust clearance

- Previous DTMO Tier 2 Analyst (or similar) experience

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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 othe...