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 basic and routine. - 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 • Manner • Follow established and documented policies and standard operating procedures such as filling out timesheets, adhering to privacy rules and responding to numerous telephone, email and chat inquiries • Utilize standard technology such as telephone, e-mail, and web browser to perform job duties • Assist caller with locating information needed to make their healthcare plan decision • Refer calls to other agencies as specified in the training and work instruction documents • Maintain up-to-date knowledge of OPM regulations and policies as they apply • Report problems that occur via the online system so they can be addressed by the appropriate parties • Respond to telephone, email and chat inquiries within the set departmental staffing and time parameters • Light data entry and clerical duties as defined in the training and work instruction documents • May be required to work scheduled holidays. Overtime may be required • Perform other related duties as assigned • Regular and predictable attendance is required • Must be able to pass a government background check Minimum Requirements - High School diploma or equivalent with 6 months of customer service experience. - Must be able to speak and read English 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 the ability to organize simultaneous tasks • Proven ability to work as a member of a team • 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 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 assistance during any phase of the employment process due to a disability, medical condition, or physical or mental impairment. If you require assistance at any stage of the employment process-including accessing job postings, completing assessments, or participating in interviews,-please contact People Operations at applicantaccom@maximus.com. Minimum Salary $ 16.00 Maximum Salary $ 16.00 *
CSR I Operations (Temporary, Remote Lawrence KS) • Jacksonville, US
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