CSR II, Operations

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Maximus

WebsiteLinkedInAll Job Openings

10,000+ employees

🏛️ Government

🏥 Healthcare

💼 Consulting

💰 $7.9M Post-IPO Equity - Maximus on 2010-12

Government • Healthcare • Consulting

Maximus is a public-sector services firm that partners with government agencies to modernize and operate programs across health, human services, defense, national security, and civilian agencies. The company combines technology (AI, analytics, cloud, cybersecurity), omnichannel contact center and eligibility/enrollment systems, clinical and Medicaid enterprise services, and consulting and program-delivery capabilities to improve citizen experience and program outcomes. Backed by decades of government experience and scale, Maximus supports federal, state, and local clients with human-centered operational support and end-to-end digital modernization.

📋 Description

• Deliver general OPM healthcare enrollment information to callers • Provide customer service for routine inquiries and problems via telephone, email, web chat, or written letters • Deviate from standard screens, scripts, and procedures when needed • Use computerized systems for tracking, information gathering, and troubleshooting • Provide knowledgeable responses using training and work instruction documents • Accept and assist customers transferred from Customer Service Representative I • Provide reference-material locations to CSR I representatives • Enroll callers in their healthcare plan of choice and provide healthcare plan information • Refer callers to other agencies and provide enrollment guidelines and general OPM healthcare background • Escalate questions to the Customer Service Supervisor when unsure how to respond • Provide feedback and input on call trends, processes, procedures, and training • Suggest process improvements to the Customer Service Supervisor • Follow documented policies, standard operating procedures, timesheet requirements, and privacy rules • Work scheduled holidays when required

🎯 Requirements

• High School diploma or equivalent • 6 months of customer service experience • Minimum 60 days’ experience as an OPM Customer Service Representative I required • Six months of experience preferred • Ability to speak and read English and Spanish clearly, professionally, and fluently • Ability to type at least 20 WPM • Ability to work within established contractual turnaround times • Excellent interpersonal and leadership skills • Ability to organize simultaneous tasks • Proven ability to work as a team member • Experience answering OPM calls required • Regular and predictable attendance required • Ability to pass a government background check • Must be a U.S. Citizen • Must complete the Federal clearance process and required paperwork • Must obtain required fingerprints • Internet speed of at least 25 Mbps, or 50 Mbps for shared internet connectivity • Minimum 5 Mbps upload speed • Internet connection via Category 5 or 6 ethernet patch cable to the home router • Private work area and adequate power source • Availability for an 8-hour shift between 7 a.m. and 7 p.m. CST • Availability from September to December for the approximately 6–8 week position

🏖️ Benefits

• Equipment will be provided • Opportunities may arise for volunteer OT • Overtime will be required: 1 hour on Mondays during production and another day in December