CSR II Operations (Temporary, Remote)

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.

• Provide knowledgeable responses to telephone, email and chat inquiries in a courteous and professional; utilizing training and work instruction documents

• Accept and assist all customers transferred from Customer Service Representative I

• Provide the location of reference material when responding to a Customer Service Representative I question

• Continually look for and suggest process improvements, which will benefit GDIT and our customers (internal and external)

• Make process improvement suggestions to the Customer Service Supervisor

• The OPM Customer Service Representative III training session will also consist of more detailed training and focus on the below topics:

- Call Handling (accepting transfers from Customer Service Representative I)

- Escalations to the Customer Service Supervisor

- Submitting improvement suggestions to the Customer Service Supervisor

- Follow established and documented policies and standard operating procedures, such as, filling out timesheets and adhering to privacy rules

- May be required to work scheduled holidays.

Overtime may be required

Minimum Requirements

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

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

- Minimum 60 days experience as a OPM Customer Service Representative I required.

Six (6) months experience preferred

- Must be able to speak and read English and Spanish clearly, professionally and fluently

- Must be able to type a minimum of 20 WPM

- Ability to effectively work within established contractual turnaround times required

- Must have demonstrated excellent interpersonal and leadership skills and the ability to organize simultaneous tasks

- Proven ability to work as a member of a team

- Experience answering OPM calls is required

- Regular and predictable attendance is required

- Must be able to pass a government background check

- Must be a U.S.

Citizen

Remote Position Requirements:

- Internet speed of 25mbps or higher required / 50 Mpbs for shared internet

connectivity (you can test this by going to www.speedtest.net).

- Minimum 5mpbs upload speed.

- Connectivity to the internet via Category 5 or 6 ethernet patch cable to the

home internet router.

- Private work area and adequate power source

EEO Statement

Maximus is an equal opport...