CSR II Operations

Description & Requirements The OPM Customer Service Representative II 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.

This is a remote seasonal position.

Duration of this position is approximately 6-8 weeks must be available to work from October to December* You will be required to work an 8-hour shift between the hours of 7am-7pm CST.

Overtime will be required- you will work 1 hour of Overtime (OT) on Mondays and 2 hours on Veterans Day as well as on at least two other specific dates in December.

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 Maximus 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 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 Home Office Requirements : - Hardwired internet (ethernet) connection - Internet download speed of 25mbps single user / 50mbps shared and 5mbps (10 preferred) upload or higher required (you can test this by going to www.

speedtest.net) - Private work area and adequate power source - All equipment will be provided by Maximus (laptop and headset) Minimum Requirements - High School diploma or equivalent with 6 months 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.

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.

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 $ 18.27 *