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Customer Service Representative

Company: Maximus
Location: Lawrence
Posted on: June 14, 2019

Job Description:

The Census CSharp Customer Service Representative I (CSR) is an entry level position responsible for responding to telephone inquiries regarding Recruiting and Assessment (R & A) and Learning Management System (LMS) to callers. The CSRs use basic office equipment and technology such as telephones and the Customer Relationship Management (CRM) system to perform their duties. CSR processes are well defined and documented in standard operating procedures and scripts. Successful completion of the post-training evaluation. Neither subject matter knowledge nor independent decision making is required by this position. Job Duties: - Interpret basic Census R & A/LMS nomenclature, including terminology and processes, and must be able to navigate through the content to find correct and complete answers, and to perform contact center activities at a level that meet or exceed performance levels - Provide information in a calm, non-judgmental, non-advisory manner, using effective skills to focus on the caller's questions and needs, and provide responses based on approved Census Bureau content - Capture pertinent information in the Customer Relationship Management (CRM) system - Route escalations or transfers to the appropriate designated support groups in accordance with program specific business rules or processes - Ability to search through the array of information and reference material, explain the appropriate information accurately and completely - Ability to understand and correctly apply and administer SOP's to particular circumstances, with particular emphasis on transaction services Job Requirements - Education and Requirements: - High School Diploma or equivalent required - Minimum six (6) months customer service experience required - Must be able to speak and read English clearly, professionally and fluently - Must be able to type a minimum of 20 WPM - Must be detail oriented with ability to effectively work within established contractual turnaround times required - Must have demonstrated excellent interpersonal skills and ability to organize simultaneous tasks Proven ability to work as a member of a team - All Census personnel will be required by contract to undergo program update training as the program changes - Must be detail oriented - Professional demeanor and appearance - Must be able to pass suitability screening - Must be able to work scheduled shift as assigned For your privacy and protection, when applying to a job online, never give your social security number to a prospective employer, provide credit card or bank account information, or perform any sort of monetary transaction. Learn more. MAXIMUS For more than 40 years, MAXIMUS has partnered with state, federal and local governments to provide critical health and human service programs to a diverse array of communities. We leverage our extensive experience and strong commitment to ethics to provide high quality services and solutions. With a passion for public service, our staff of more than 16,000 employees is dedicated to providing innovative programs that improve the quality of life around the globe. Contact Info - 4931 West 6th Street Lawrence, KS 66049

Keywords: Maximus, Lawrence , Customer Service Representative, Hospitality & Tourism , Lawrence, Kansas

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