CSR II Operations (Remote Hybrid near Lawrence, KS)

Maximus; Lawrence (KS); Hybrid; USD 36,000 - 48,000; Full time

Job summary

Maximus is seeking an OPM FEHB Customer Service Representative II in Lawrence, KS. The role is hybrid remote with occasional onsite work; appointment is contingent upon contract award.

You will handle customer inquiries via phone, email, and chat, and operate within established procedures while supporting healthcare enrollment needs. Must meet English fluency, typing, and background check requirements.

Qualifications

• 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.

Responsibilities

• Provides customer service for basic and routine inquiries and problems via multiple channels (phone, email, chat, letters).
• Calls are predominantly routine, but may deviate from standard screens, scripts and procedures.
• Uses computerized system for tracking, information gathering, and/or troubleshooting.
• Provides feedback when needed and input on trends, processes, procedures, and training.
• Responds to inquiries by referring to published materials or more senior staff.
• Responds to telephone, email and chat inquiries in a courteous and professional manner.
• Accepts and assists customers transferred from CSR I.
• Provides location of reference material when responding to CSR I questions.
• Looks for and suggests process improvements for internal and external customers.

Skills

Customer service

Call handling

English fluency

Typing 20 WPM

Education

High School diploma

Job description

General information

Date

Tuesday, October 27, 2026

City

Lawrence

State

KS

Country

United States

Working time

Full-time

Description & Requirements

Maximus is hiring! Join our team as an OPM FEHB Customer Service Representative II and help support customers with their healthcare enrollment needs.

Hybrid Remote: Primarily remote with occasional onsite work in Lawrence, KS.
Please note: This position is contingent upon contract award.

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 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

*Position is contingent upon contract award*

This is a Hybrid role which means you will primarily work remotely with the possibility of working onsite on occasion.

Must reside within 50 miles of the Lawrence, KS location.

Equipment will be provided but must meet the remote position requirement provided below.

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 stage of the employment process- including accessing job postings, completing assessments, or participating in interviews- please contact People Operations at [e-mail].