Customer Service Representative (CSR) Tier 1

Job Opportunity At Maximus

At Maximus, we're proud to be celebrating our 50th year in business, with strong financial performance - including $1.4B in revenue this quarter and 15% growth in our Federal services group. We've also been recognized as a Washington Post Top Workplace and a VETS Indexes 5 Star Employer in 2024. Maximus Federal is proactively seeking top talent in anticipation of a potential upcoming contract with the Department of Defense (DoD). This project is currently in the bidding phase, and we're eager to consider strong candidates who may be a great fit for this opportunity. Becoming part of Maximus means joining a team that offers:

Comprehensive benefits, including medical/dental/vision, paid time off, and more

Opportunities for career advancement and professional development

A collaborative, respectful work environment with supportive leadership and mentorship

This position is full-time and onsite in Boyers, PA, and Active Secret clearance is strongly preferred. If you do not already have one, you must be eligible and willing to go through the clearance process.

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.

Job-Specific Essential Duties and Responsibilities:

• Manage and communicate with Agency contacts and background investigators on case status and processing needs for scheduled cases.
• Reports to the Department head or Team Lead.
• Receive, analyze, comprehend and respond to information inquiries and service requests (SR) via telephone, emails, fax, postal mail and online/internet.
• Communicate missing case data/information to agencies.
• Prepare and send background investigation notices to agencies when applications don't meet the requirements of federal guidelines.

Job-Specific Minimum Requirements:

• Active Secret clearance is strongly preferred. If you do not already have one, you must be eligible and willing to go through the clearance process.
• High School diploma or equivalent with 1-3 years of work-related experience.
• Ability to go on-site to location within Boyers, PA.

Job-Specific Preferred Skills & Experience:

• 1-2 years background investigation CSR experience.
• Ability to work as part of a team.
• Problem/situation analysis.
• Detail oriented.
• Ability to meet deadlines.
• Attentiveness.

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. Minimum Salary $ 17.51 Maximum Salary $ 17.51