CSR I Operations - United States - 26064 - Maximus

General information

Job Posting Title

CSR I Operations

Date

Monday, October 28, 2024

City

Lawrence

State

Country

United States

Working time

Full-time

Description & Requirements

This position is responsible for providing Data Entry, Clerical and Phone Based Support for the multiple projects in the Shared Operational Services Department. The position requires excellent organizational skills, the ability to analyze, document, resolve and/or escalate issues while providing excellent customer service.

The CSR I Operations reports directly to the Customer Service Supervisor. The CSR I Operations, when unsure how to respond to the caller, will consult a Customer Service Representative II.

**This is a limited-service, onsite position at the Lawrence, KS office.**

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.

Customer Service:

• Performs phone and email-based customer service functions

• Provides complete information to Tax Relief Act (TRA) callers in an easy-to-understand manner

• Consistently demonstrates effective telephone communication and customer service skills

• Adheres to current and modified processing procedures, contractual commitment times and provides high level of quality and customer service

Clerical/Data Entry:

• Performs clerical and data entry functions between calls

• Performs a variety of routine clerical duties, such as photocopying, compiling records, filing and distributing mail

• Compare, sort and verify accuracy of data to be entered

• Key data entry from source documents of varied semi-complex nature

• Helps maintain processing procedures and streamline operations by pointing out data flow problems

Other:

• Maintains up-to-date knowledge of project regulations and policies

• Exhibits strong problem solving capabilities

• Works independently with dependable and accurate results

• Maintains positive attitude and works well under pressure

• Adheres to Privacy Act and confidentiality of information processed

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.

• Minimum six (6) months customer service experience

• Must be able to type a minimum of 20 WPM

• Ability to effectively work within established contractual turnaround times

• Must have demonstrated excellent interpersonal skills and the ability to organize simultaneous tasks

• Proven ability to work as a member of a team

Unique/Additional Requirements:

• Strong multi-tasking skills and the ability to organize workloads are essential

• Strong customer service, interpersonal and communication skills are critical

• Due to security requirements, prospective employees must pass a federal government background investigation.

EEO Statement

Active military service members, their spouses, and veteran candidates often embody the core competencies Maximus deems essential, and bring a resiliency and dependability that greatly enhances our workforce. We recognize your unique skills and experiences, and want to provide you with a career path that allows you to continue making a difference for our country. We’re proud of our connections to organizations dedicated to serving veterans and their families. If you are transitioning from military to civilian life, have prior service, are a retired veteran or a member of the National Guard or Reserves, or a spouse of an active military service member, we have challenging and rewarding career opportunities available for you. A committed and diverse workforce is our most important resource. Maximus is an Affirmative Action/Equal Opportunity Employer. Maximus provides equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status or disabled status.

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.