Job Description

Maximus is currently looking for Customer Service Rep II.  This position assists callers by providing help desk assistance to callers regarding IRS related questions.
Job Description Summary

This position provides customer service in a contact center in support for the government. 

 

Essential Duties and Responsibilities:

- Handles 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 predominantly routine, but may require deviation from standard screens, scripts, and procedures.

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

Minimum Requirements:

- High School diploma or equivalent with 6 months of customer service experience.

- May have additional training or education in area of specialization.

 

•Provide knowledgeable responses to telephone inquiries in a courteous and professional manner, utilizing provided resources to provide VPN technical assistance to callers
•Follow established and documented policies and standard operating procedures such as filling out timesheets, adhering to privacy rules and responding to phone inquiries
•Utilize standard technology such as telephone, e-mail and web browser to perform job duties
•Complete basic call log related to the phone inquiries                                                                                                                                           

 •Refer or escalate calls to other IRS Help Desk as required
•Maintain up-to-date knowledge of procedures and policies as they apply
•Report problems that occur using defined procedures
•Respond to telephone inquiries within the set departmental staffing and time parameters
•May be required to work Maximus scheduled holidays.

Overtime may be required
•Regular and predictable attendance is required

Education and Experience Requirements 

High School diploma or equivalent required                                                                    

•Minimum 6 months customer service or help desk experience required.
•Must be able to speak and read English 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 skills and the ability to organize simultaneous tasks.
•Proven ability to work as a member of a team.
•All IRS Help Desk staff must receive a security clearance from the government to continue to work on the program.                                                                                   

•Be in good standing with Internal Revenue Service (IRS)                        

•General understanding of computer technology and terminology      

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: 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.