Tier 2 Specialist (CSR Operations)

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

Job-Specific Minimum Requirements:

- High School diploma or equivalent

- At least six months of related experience

- 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

- Previous DTMO TAC experience (preferably as Tier 2 Analyst)

Minimum Requirements

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

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

Preferred Skills & Experience

- Active Public Trust clearance

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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 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 Labor.

That wage rate will vary depending on locality.

An applicant's salary history will not be used in determining compensation.

Accommodations
Maximus provides reasonable accommodations to individuals requiring assista...