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 temporary onsite role beginning in September ending at the end of December.

Must work on-site at the Maximus Lawrence Kansas Location

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"

Education and Experience Requirements

"• High School diploma or equivalent

• Minimum six (6) months customer service experience

• 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

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

• Proven ability to work as a member of a team

Must be able work on Site at the Maximus Lawrence Kansas location.

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 be willing to submit information to be used by the federal government to conduct a background investigation"

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.

EEO Statement

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.

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.

Minimum Salary

$18.00

Maximum Salary

$18.00

As a leading strategic partner to governments across the globe, Maximus helps improve the delivery of public services amid complex technology, health, economic, environmental, and social challenges. With a deep understanding of program service delivery, acute insights that achieve operational excellence, and an extensive awareness of the needs of the people being served, our employees advance the critical missions of our partners. Maximus delivers innovative business process management, impactful consulting services, and technology solutions that provide improved outcomes for the public and higher levels of productivity and efficiency of government-sponsored programs.