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 position is fully remote; however, you must reside within 75 miles from the Maximus McAllen, TX location.
*Duration of this position is approximately 6-8 weeks must be available to work from September to December*
You must be able to pick up and return your equipment at the Maximus McAllen, TX location and you will also be required to go onsite to complete Federal clearance process/paperwork and obtain required fingerprints.
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 during production and another day in December
Opportunities may arise for volunteer OT
**Please note equipment will be provided
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 GDIT 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
Minimum Requirements:
- 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
- Must be a U.S. Citizen
Remote Position Requirements:
- Internet speed of 25mbps or higher required / 50 Mpbs for shared internet connectivity (you can test this by going to www.speedtest.net).
- Minimum 5mpbs upload speed.
- Connectivity to the internet via Category 5 or 6 ethernet patch cable to the home internet router.
- Private work area and adequate power source
- High School diploma or equivalent with 6 months of customer service experience.
- May have additional training or education in area of specialization.