Customer Service Rep

Description & Requirements

Maximus is currently seeking Customer Service Representatives to support the Department of Education. The primary responsibilities will be to respond to incoming calls or chats as well as make outbound calls regarding Federal Student Aid (FSA) Loan Servicing. To prepare you for this role, Maximus provides paid, comprehensive training which ensures our employees care for each caller with the highest levels of knowledge and professionalism.

- This is a remote position, but you must live within 1 hour of Jacksonville, FL and be willing to work onsite for up to one week.

- Training Schedule: Must be able to attend 4 weeks of Training (remotely - from home), Monday - Friday, 9am-5:30pm ET. No time off is permitted during training.

- Pay and Benefits:- Competitive pay rate based on the county in which you live

- Additional bonuses available

- Paid training

- The opportunity to work from the comfort of your home

- Supportive environment with peers who share your passion for improving people's lives

- A career path that unfolds based on how you want to grow within the company

- This will be for a limited service position (Approximately 6 Months)

Hours of Operation:

- Mon: 8 am - 11 pm EST

- Tue - Fri: 8 am - 8 pm EST

- Sat: 10 am - 2 pm EST

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.

Additional Duties and Responsibilities:

- Respond to incoming calls, e-mails or chats and make outbound calls regarding Federal Student Aid (FSA) Loan Servicing

- Utilize available systems, knowledgebase, and standard technology such as telephone, e-mail, and web browser to respond to inquiries and perform job duties

- Process requests received via general correspondence and notate accounts regarding actions taken in response to those requests

- Use computerized system for tracking, information gathering, and/or troubleshooting

- Support Contact Center expectations as well as departmental and corporate policies and procedures

- Maintain regular use of the feedback tool to give and receive constructive feedback on call quality and department tasks

- Assist with Credit Bureau Requests utilizing established processes and procedures

- Refer escalated calls or inquiries to appropriate levels as needed

- Basic math and PC skills including MS Office applications required

- Must have demonstrated excellent interpersonal skills and the ability to organize simultaneous tasks

- Applicant will be required by contract to undergo program update training as student financial assistance programs change, as well as required employee training

- Regular and predictable attendance is required

- Available to support all FSA programs via reassignment between programs (moving from one program to another), as needed

Additional Requirements as per Contract/Client:

- Must reside in the U.S. and be a U.S. citizen

- Must be able to pass a criminal background check

- May be required to work scheduled holidays, overtime, and weekends

- Must be able to effectively read a prepared / written script out loud

- Cannot be 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.

- Obtaining and Maintaining a PIV-I card is a requirement of this position. PIV-I cards must be picked up in person. New and existing employees may need to travel via car, train, or plane to a designated location to pick up their new or replacement PIV-I card. Any travel expenses will be paid for by Maximus.

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.

EEO Statement

Maximus is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information and other legally protected characteristics.

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

$

17.75

Maximum Salary

$

17.75