General information

Job Posting Title

CSR III - Team Lead

Date

Tuesday, July 9, 2024

City

Pharr

State

TX

Country

United States

Working time

Full-time

Description & Requirements

Maximus is seeking a CSR III position. This is a Limited Services role. This is a fully remote position.
*Must have the ability to pass a federal background check.
*Must have the ability to go on site in Pharr, TX to pick equipment up.

Essential Duties and Responsibilities:
- Assists supervisor/manager with the management of daily activities over a group of agents that handle customer service inquiries and problems via the telephone and sometimes e-mail.
- Provides direction and guidance to less experienced team members and provides coaching on how to handle more complex inquiries.
- Recognizes and recommends areas needing improvement.
- May assist in scheduling and coordinating team activities.
- May provide input into hiring decisions and performance appraisals, but does not necessarily make hiring decisions or conduct performance appraisals.

- Handles more complex customer service inquiries and problems via the telephone, recording consistent problem areas.
- May respond to e-mail inquiries.
- Customer service is the primary function.
- Calls are non-routine and require deviation from standard screens, scripts, and procedures.
- Handles situations which may require adaptation of response or extensive research according to customer response.
- Uses computerized system for tracking, information gathering, and/or troubleshooting.
- May handle escalated and unresolved calls from less experienced representatives."
- Follow defined program information, processes, and procedures.
- Answer inbound telephone calls in a courteous, timely, and professional
manner following approved scripts and using a PC based application.
- Respond to escalated and priority questions from CSRs in a courteous and professional
manner through chat channels.
- In the event a CSR is unable to answer a callers question, the lead CSR will use
appropriate scripts to respond to the callers inquiry.
- Maintain up-to-date knowledge of OPM USPS policies and procedures as applicable.
- Respond to telephone inquiries within the departmental goals for quality, schedule
adherence and average handle time.
- Adhere to approved scripts in conducting interviews and completing forms.
- Use frequently asked questions (FAQs) and help text to look up and provide information to
inquiries.
- Enter data into desktop application to accurately capture all responses.
- Continually look for and suggest process improvements that will benefit MAXIMUS and
our customers (internal and external).
- Immediately report system issues to supervisor or appropriate parties.
- Perform other duties as assigned.
Minimum Requirements:
- High School diploma or equivalent with 0-2 years of experience.
Home Office Requirements:
-Hardwired internet (ethernet) connection.
-Internet download speed of 25mbps single upload or higher required (you can test this by going to www.speedtst.net).
-Private work area and adequate power source.
-Video calls may be requested on occasion. Proper background and attire is required.

Minimum Requirements

- High School diploma or equivalent with 1-2 years of customer service experience.
- May have additional training or education in area of specialization.

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. Were 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.

Hourly Base Pay Minimum for this Position

$

17.20

Hourly Base Pay Maximum for this Position

$

23.97

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