Customer Service Representative (CSR) Tier 3 - Background Clearance Investigations

Maximus; Boyers (PA); On-site; Full time

Job summary

Maximus is looking for a Customer Service Representative (CSR) Tier 3 for background clearance investigations in Boyers, PA. The role requires handling complex customer inquiries, managing communication with agencies, and ensuring a high-quality customer service experience. Ideal candidates will have an active Secret clearance and relevant experience in a CS role, with opportunities for career growth in a supportive environment.

Benefits

Comprehensive benefits including medical, dental, vision

Opportunities for career growth

Collaborative and respectful work environment

Qualifications

• 1-3 years of relevant experience in a customer service role.
• Active Secret clearance is mandatory.
• Ability to work onsite in Boyers, PA.

Responsibilities

• Handle complex customer inquiries via phone and email.
• Manage communication with agency contacts regarding case status.
• Respond to inquiries via multiple communication methods.

Skills

Teamwork

Problem-solving

Attention to detail

Education

High School diploma or equivalent

Job description

Customer Service Representative (CSR) Tier 3 - Background Clearance Investigations

Join Maximus as a Customer Service Representative (CSR) Tier 3 - Background Clearance Investigations.

Description & Requirements

Maximus is celebrating its 50th year, with strong financial performance, including $1.4B revenue this quarter and 15% growth in our Federal services group. Recognized as a Washington Post Top Workplace and a VETS Indexes 5 Star Employer in 2024.

We are seeking top talent for a potential upcoming contract with the Department of Defense (DoD). This project is in the bidding phase, and we welcome strong candidates.

Why Join Maximus?

• Comprehensive benefits, including medical, dental, vision, paid time off, and more
• Opportunities for career growth and professional development
• A collaborative, respectful work environment with supportive leadership

This full-time, onsite position in Boyers, PA requires an active Secret clearance.

Essential Duties & Responsibilities:

• Handle complex customer inquiries via phone and email, identify problem areas
• Respond to email inquiries
• Primary focus on customer service
• Handle non-routine calls requiring deviation from scripts and procedures
• Research and adapt responses as needed
• Use computerized systems for tracking and troubleshooting
• Handle escalated calls from less experienced representatives

Job-Specific Duties:

• Manage communication with agency contacts and background investigators regarding case status
• Report to Department head or Team Lead
• Respond to inquiries via phone, email, fax, mail, and online
• Communicate missing data to agencies
• Send background investigation notices when applications don’t meet federal guidelines

Minimum Requirements:

• Active Secret clearance
• High School diploma or equivalent with 1-3 years of relevant experience
• Ability to work onsite in Boyers, PA

Preferred Skills & Experience:

• 1+ years background investigation CSR experience
• Teamwork skills
• Problem-solving and attention to detail
• Ability to meet deadlines

Compensation: $21.45 per hour

Additional Information:

• Seniority level: Entry level
• Employment type: Full-time
• Industry: Government Administration

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, or other protected characteristics.