CSR II Operations (On-Site Lawrence KS)

Maximus; Lawrence (KS); On-site; USD 2,066,400 - 2,755,200; Full time

Job summary

Maximus in Lawrence, KS is hiring a Seasonal Customer Service Representative II for an approximately 6-8 week term. You will handle basic inquiries, enroll callers into healthcare plans, and refer to authoritative materials. Bilingual English/Spanish and 20 WPM typing are required, with an 8-hour shift between 7am–7pm CST.

Experience in customer service and ability to work within contractual timelines are essential. OPM background and U.S.

Qualifications

• High School diploma or equivalent with 6 months of customer service experience.
• Bilingual English/Spanish communication skills are required.
• Typing speed minimum 20 WPM and ability to work in a team environment.

Responsibilities

• Provides customer service for basic inquiries via phone, email, web chat, or mail.
• Follows scripts and uses information systems to assist callers.
• Escalates issues to supervisor as needed and suggests process improvements.
• Maintains timely handling of calls and adheres to privacy guidelines.
• Assists referrals, enrollment guidance, and location of reference materials.

Skills

Bilingual English/Spanish

Typing 20 WPM

Customer service experience

Teamwork

Education

High School diploma or equivalent

Tools

Computer system navigation

Job description

The Customer Service Representative II reports directly to the Customer Service Supervisor. This is a level responsible for disseminating general OPM Healthcare enrollment information and assisting CSR I with their questions and providing the location of reference material. Enrolling callers into their healthcare plan of their choice, providing the location of healthcare plan information, referral to other agencies, enrollment guidelines and a general OPM health care background will be the focus with callers. The Customer Service Representative II when unsure how to respond to the caller will consult a Customer Service Supervisor.

This is a Seasonal On-Site position at the Maximus Lawrence, KS location.

*Duration of this position is approximately 6-8 weeks must be available to work from September to December*

You will be required to work an 8 hour shift between the hours of 7am-7pm CST. Overtime will be required- you will work 1 hour of Overtime (OT) on Mondays during production and another day in December

Opportunities may arise for volunteer OT

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
• 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 int erpersonal 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 have passed 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 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 [e-mail] .