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Customer Service Representative

Company: Maximus
Location: Lawrence
Posted on: June 6, 2019

Job Description:

Education - High School Diploma or GED Skills - C# - Customer Service - Typing Since 1975, MAXIMUS has operated under its founding mission of Helping Government Serve the People, enabling citizens around the globe to successfully engage with their governments at all levels and across a variety of health and human services programs. MAXIMUS delivers innovative business process management and technology solutions that contribute to improved outcomes for citizens and higher levels of productivity, accuracy, accountability and efficiency of government-sponsored programs. With more than 30,000 employees worldwide, MAXIMUS is a proud partner to government agencies in the United States, Australia, Canada, Saudi Arabia, Singapore and the United Kingdom. For more information, visit ************************ Job Description Summary MAXIMUS is a leading operator of government health and human services programs and has partnered with state, federal and local governments to provide critical, high quality health and human service programs to a diverse array of communities. Operating under MAXIMUS's founding mission of Helping Government Serve the People since 1975, MAXIMUS Federal Services is entirely focused on helping government agencies run programs cost-effectively and serve program constituents with improved outcomes. By being a responsible steward for government programs, we help the federal government deliver on its promises through our people, process and technology. Our focus is always on outcomes and results that connect citizens more effectively with government services. 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. The Customer Service Representative I reports directly to the Customer Service Supervisor or manager and may receive direction from the Team Lead. 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 and administer SOP's to particular circumstances, with particular emphasis on transaction services 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 EEO Statement 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.

Keywords: Maximus, Lawrence , Customer Service Representative, Sales , Lawrence, Kansas

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