Lead Customer Service Rep

Remote, Remote
Full Time
Customer Service
Posted on: November 03, 2022

Job Summary:

Essential Duties and Responsibilities:

  • Handles more complex customer service inquiries and problems via the telephone, recording consistent problem areas.
  • May respond to e-mail inquiries.
  • Customer service is the primary function.
  • Calls are non-routine and require deviation from standard screens, scripts, and procedures.
  • Handles situations which may require adaptation of response or extensive research according to customer response.
  • Uses computerized system for tracking, information gathering, and/or troubleshooting.
  • May handle escalated and unresolved calls from less experienced representatives.

Minimum Requirements:

  • High School diploma or equivalent with 12 months of customer service experience.
  • May have additional training or education in area of specialization.

Education and Experience Requirements:

A Customer Service Representative (CSR) III is primarily responsible for performing lead duties within the Federal Student Aid (FSA) Loan Servicing group.


Essential Duties and Responsibilities:

  • Handles more complex customer service inquiries and problems via the telephone, recording consistent problem areas.
  • May respond to e-mail inquiries.
  • Customer service is the primary function.
  • Calls are non-routine and require deviation from standard screens, scripts, and procedures.
  • Handles situations which may require adaptation of response or extensive research according to customer response.
  • Uses computerized system for tracking, information gathering, and/or troubleshooting.
  • May handle escalated and unresolved calls from less experienced representatives.

Minimum Requirements:

  • High School diploma or equivalent with 12 months of customer service experience.
  • May have additional training or education in area of specialization.
  • Must live within 1 hour of El Paso, Tx area

Additional Requirements as per contract/client:

  • Must reside in the U.S.
  • Must be a U.S. citizen.
  • Must be able to pass a criminal background check.
  • Must not be delinquent or in default on any federal student loans.
  • Employment and continued employment are contingent upon obtaining and maintaining a favorable clearance.
  • Final suitability determination is the sole discretion of the Department of Education.

Home Office Requirements:

  • Hardwired internet (ethernet) connection
  • Internet speed of 25mbps 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 (Computer & Headset)

MAXIMUS Introduction: Since 1975, Maximus has operated under its founding mission of Helping Government Serve the People, enabling citizens around the globe to successfully engage with their governments at all levels and across a variety of health and human services programs. Maximus delivers innovative business process management and technology solutions that contribute to improved outcomes for citizens and higher levels of productivity, accuracy, accountability and efficiency of government-sponsored programs. With more than 30,000 employees worldwide, Maximus is a proud partner to government agencies in the United States, Australia, Canada, Saudi Arabia, Singapore and the United Kingdom. For more information, visit https://www.maximus.com. EEO Statement: 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: The typical salary range of candidates hired is based on the local market. Compensation shall be commensurate with job duties and relevant work experience. An applicant's salary history will not be used in determining compensation.

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Lead Customer Service Rep

Maximus

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