CSR II Operations (Remote Hybrid near Lawrence, KS)

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). 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.

Maximus is hiring! Join our team as an OPM FEHB Customer Service Representative II and help support customers with their healthcare enrollment needs.

The OPM FEHB Customer Service Representative II CSR) 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.

Hybrid Remote: Primarily remote with occasional onsite work in Lawrence, KS.
Please note: This position is contingent upon contract award.

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

- High School diploma or equivalent with 6 months of customer service experience.

- May have additional training or education in area of specialization.

- High School diploma or equivalent required

- 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 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

*Position is contingent upon contract award*

- This is a Hybrid role which means you will primarily work remotely with the possibility of working onsite on occasion.

- Must reside within 50 miles of the Lawrence, KS location.

- Equipment will be provided but must meet the remote position requirement provided below.

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

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 and other legally protected characteristics.

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.