Sr CSR - Tier 2 Client Support

Essential Duties and Responsibilities:

- Respond effectively to all forms of inbound and outbound contacts, provide responses to questions, and in specific instances, refer callers to the appropriate supervisor, county, or state agency representatives for service and/or when problems or concerns occur.

- Investigate and resolve complex and escalated issues resulting from multiple channels.

- Complete research of beneficiary contact history and report findings to management.

- Process enrollment/dis-enrollment and other transactions as requested in accordance with production and quality goals and standards set for the position.

- Maintain updated knowledge of the program including its policies and procedures as referenced in the employee manual and other policies adopted by corporate, the project, and/or client.

- Maintain knowledge of contract compliance provisions.

- Participate in special projects, as assigned.

- Provide backup to the Central Operations production staff to include contact center, forms processing, research, and mail room functions.

- Identify issues and/or problems affecting the Central Operations teams and promptly report to management.

- Provide performance feedback to management team regarding team members.

Recommend procedural or process changes to improve accuracy and/or efficiency.

- Review knowledge base content for accuracy and make recommendations for improvements.

- Participate in the development and delivery of training, as necessary.

Minimum Requirements

- High school diploma or GED required and 1+ years of relevant professional experience required, or equivalent combination of education and experience.

Additional Minimum Requirements:

- Must be able to pass all pre-employment screenings, including a background check

- Must have a HS Diploma or GED/equivalent

- Must live in Oklahoma City area (No more than 1 hour away or no more than 40 miles away from the site)

- Customer service experience preferred

- Call Center service experience preferred

- 3 years or greater working for Maximus as a Tier 2 CSR, supporting the Oklahoma SoonerCare Project is required

- Must be willing to work a full - time shift.

- Must be available to work onsite as needed.

Home Office Requirements:

- Reliable, high-speed internet service

- Minimum 40 Mbps download speeds

- Must be a traditional, wired high-speed connection such as cable or fiber

- Services that connect via a cellular network (mobile hotspot, fixed wireless, etc.) or satellite are incompatible

- Must be able to connect your computer directly to your modem or router via ethernet cable, WiFi connections are not allowed

- Quiet and distraction-free workspace

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

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