CSR I Operations (Temporary and Remote Lawrence KS Area) - Maximus : Job Details

The OPM Customer Service Representative I (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 I reports directly to the Customer Service Supervisor. This is an entry level position responsible for disseminating general OPM Healthcare enrollment information. 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 when unsure how to respond to the caller will consult a Customer Service Representative III.

Hardwired internet (ethernet) connection

Internet download speed of 25mbps and 5mbps (10 preferred) upload or higher required

Private work area and adequate power source

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.

Provide knowledgeable responses to telephone, email and chat inquiries in a courteous and professional manner

Follow established and documented policies and standard operating procedures such as filling out timesheets, adhering to privacy rules and responding to numerous telephone, email and chat inquiries

Utilize standard technology such as telephone, e-mail, and web browser to perform job duties

Assist caller with locating information needed to make their healthcare plan decision

Refer calls to other agencies as specified in the training and work instruction documents

Maintain up-to-date knowledge of OPM regulations and policies as they apply

Report problems that occur via the online system so they can be addressed by the appropriate parties

Respond to telephone, email and chat inquiries within the set departmental staffing and time parameters

Light data entry and clerical duties as defined in the training and work instruction documents

May be required to work scheduled holidays. Overtime may be required

Perform other related duties as assigned

Regular and predictable attendance is required

Must be able to pass a government background check

Security Clearance Required; position contingent upon ability to obtain successful MRPT clearance

High School diploma or equivalent required

Minimum six (6) months customer service experience required

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 the ability to organize simultaneous tasks

Proven ability to work as a member of a team

Home Office Requirements:

Hardwired internet (ethernet) connection

Internet download speed of 25mbps single user/50mbps shared and 5mbps (10 preferred) upload or higher required

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.

Must be able to speak and read English clearly, professionally and fluently.

Must be a U.S. Citizen