CSR II Operations (Temporary, Remote Lawrence KS)

Colorado Psychiatric; Lawrence (KS); Remote; USD 42,000 - 54,000; Full time

Job summary

Maximus is seeking a Customer Service Representative II to provide general OPM healthcare enrollment information by phone, email, chat, and web channels. The role supports callers, references training materials, and escalates complex questions to a supervisor as needed.

This temporary remote position requires residence within 75 miles of Lawrence, KS, offers an 8-hour shift window (7am–7pm CST), and may include overtime during peak periods.

Qualifications

• High School diploma or equivalent.
• Fluent in English and Spanish, both speaking and reading.
• Able to type at least 20 WPM.
• Proven interpersonal and teamwork abilities.
• Experience in customer service and handling routine inquiries.

Responsibilities

• Provide customer service for basic inquiries via phone, email, chat, or letters.
• Follow scripted procedures and use reference materials to assist callers.
• Utilize available computer systems to track information and troubleshoot.
• Escalate complex issues to supervisors as needed and suggest process improvements.
• Support OPM enrollment information and refer callers to published materials as appropriate.
• May require after-hours OT and adherence to privacy rules.

Skills

Bilingual English/Spanish

Communication skills

Typing 20 WPM

Teamwork

Interpersonal skills

Education

High School diploma or equivalent

Job description

The OPM Customer Service Representative II is responsible for delivering general OPM healthcare enrollment information to callers. The Customer Service Representatives use basic office equipment and technology such as soft telephones, email, chat and web browsers to perform their duties. The processes that the Customer Service Representatives must follow are well defined and documented in training and work instructions.

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 position is fully remote; however, you must reside within 75 miles from the Maximus Lawrence Kansas location.

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

You must be able to pick up and return your equipment at the Maximus Lawrence, KS location and you will also be required to go onsite to complete Federal clearance process/paperwork and obtain required fingerprints.

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

**Please note equipment will be provided

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.
• 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