Customer Service Representative II

2 weeks ago

Lawrence, Kansas, United States MAXIMUS Full time
About the Role

The Customer Service Representative II is a key member of the MAXIMUS team, responsible for delivering exceptional customer service and providing accurate information to callers regarding OPM healthcare enrollment. This role requires a high level of professionalism, attention to detail, and excellent communication skills.

Key Responsibilities
  • Provide customer service for routine inquiries and problems via multiple channels, including phone, email, and web chat.
  • Use computerized systems for tracking, information gathering, and troubleshooting.
  • Provide feedback and input on call trends, processes, procedures, and training.
  • 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 manner.
  • 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 that benefit MAXIMUS and our customers.
Requirements
  • 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 and Spanish 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.
Working Conditions

This is a Seasonal On-Site position at the MAXIMUS Lawrence KS location. The duration of this position is approximately 6-8 weeks. You will be required to work an 8-hour shift between the hours of 7am-7pm CST. Overtime will be required.

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