Description & Requirements
Maximus is seeking a highly skilled and adaptable Lead Customer Service Representative to join our team. In this role, you will be responsible for ensuring your team meets contractual requirements, service level expectations, and individual project goals. You will handle call escalations, provide exceptional customer support to both internal and external clients, and assist in resolving complex issues or correcting errors. This position requires an individual who thrives in a fast-paced environment, is comfortable multi-tasking under pressure, and has the ability to handle large call volumes efficiently.
As a Call Center Lead, you will support the enforcement of call center expectations, participate in project and client meetings, and provide feedback on policies and procedures. You will perform daily quality reviews and ensure all tasks are completed in accordance with project goals while maintaining confidentiality. With 4+ years of customer service experience and a high school diploma (clinical experience preferred), you will be integral to maintaining a high level of customer satisfaction and operational efficiency.
About the Program:The Indiana Level of Care Assessment and Referral (IN LCAR) program is a statewide initiative focused on evaluating and determining the appropriate level of care for individuals seeking long-term services and support. The program ensures that individuals receive assessments tailored to their needs, facilitates connections to the appropriate resources, and supports efficient transitions between care settings. As part of a collaborative team, professionals in this program play a critical role in improving access to services and promoting quality outcomes for the people of Indiana.
Why Maximus?
- Work/Life Balance Support - Flexibility tailored to your needs.
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• Competitive Compensation - Bonuses based on performance included.
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• Comprehensive Insurance Coverage - Choose from various plans, including Medical, Dental, Vision, Prescription, and partially funded HSA. Additionally, enjoy Life insurance benefits and discounts on Auto, Home, Renter's, and Pet insurance.
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• Future Planning - Prepare for retirement with our 401K Retirement Savings plan and Company Matching.
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•Paid Time Off Package - Enjoy PTO, Holidays, and extended sick leave, along with Short and Long Term Disability coverage.
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• Holistic Wellness Support - Access resources for physical, emotional, and financial wellness through our Employee Assistance Program (EAP).
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• Recognition Platform - Acknowledge and appreciate outstanding employee contributions.
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• Tuition Reimbursement - Invest in your ongoing education and development.
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• Employee Perks and Discounts - Additional benefits and discounts exclusively for employees.
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• Maximus Wellness Program and Resources - Access a range of wellness programs and resources tailored to your needs.
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• Professional Development Opportunities-Participate in training programs, workshops, and conferences.
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•Licensures and Certifications-Maximus assumes the expenses associated with renewing licenses and certifications for its employees.
Essential Duties and Responsibilities:
- Respond to customer inquiries received by telephone, Interactive Voice Response (IVR), or web-based portal regarding information on programs and services.
- Record customer interactions and transactions, by documenting details of inquiries, complaints, comments, and actions taken.
- Follow standard operating procedures to ensure consistency and accuracy.
- Address customer inquiries and resolve problems to ensure that appropriate changes are made.
- Refer unresolved customer grievances to designated departments for further investigation.
- Communicate with supervisor regarding any potential needs or concerns.
- Perform data entry accurately.
- Perform other duties as assigned.
- Provide direction and guidance to less experienced team members and provides coaching on how to handle more complex inquiries.
- Work on a variety of assignments requiring considerable judgement and initiative.
- Able to draft or modify training materials and procedural documentation accurately.
- Skilled in handling challenging communications with external contacts for escalated matters.
- Assist supervisor/manager with the management of daily activities over a group of agents that handle customer service inquiries and problems via the telephone and sometimes email. - Recognize and recommend areas needing improvement.
- May assist in scheduling and coordinating team activities.
- May provide input into hiring decisions and performance appraisals but does not necessarily make hiring decisions or conduct performance appraisals.
- Perform tasks to assure assigned team is meeting contractual requirements, project service level requirements, and individual staff and project goals.
- Handle call escalations
- Ability to support and handle callers that may be experiencing difficult situations and need assistance
- Provide high level customer support to internal and external customers
- Assist with escalated issues or cases and correcting errors or problems as needed.
- Participate in project meetings and recommend changes to policies and procedures; attend client and stakeholder meetings as requested.
- Support and enforce call center expectations
- Perform operational tasks to assure project and program service level requirements and goals are met
- Maintain a high level of confidentiality while performing all work tasks
- Perform Quality Review on daily customer service task
- Performs other related duties as assigned.
Minimum Requirements
- High school diploma or GED required and 1.5+ years of relevant professional experience required, or equivalent combination of education and experience.
- Minimum of four (4) years of of relevant call center experience
- Proficient in MS Office Suite
Preferred Requirements
- Clinical experience preferred
Home Office Requirements
- Maximus provides company-issued computer equipment and cell phone
- Reliable high-speed internet service
- Minimum 20 Mpbs download speeds/50 Mpbs for shared internet connectivity
- Minimum 5 Mpbs upload speeds
- Private and secure workspace
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
Maximus compensation is based on various factors including but not limited to job location, a candidate's education, training, experience, expected quality and quantity of work, required travel (if any), external market and internal value analysis including seniority and merit systems, as well as internal pay alignment. Annual salary is just one component of Maximus's total compensation package. Other rewards may include short- and long-term incentives as well as program-specific awards. Additionally, Maximus provides a variety of benefits to employees, including health insurance coverage, life and disability insurance, a retirement savings plan, paid holidays and paid time off. Compensation ranges may differ based on contract value but will be commensurate with job duties and relevant work experience. An applicant's salary history will not be used in determining compensation. Maximus will comply with regulatory minimum wage rates and exempt salary thresholds in all instances.
Minimum Salary
$
20.00
Maximum Salary
$
26.00
Date Posted: 15 March 2025
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