CSR II Operations (On-Site Lawrence KS)

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.

- High School diploma or equivalent required

- 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

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 th...