Lead CSR - Call Center in Chicago, IL at Maximus

Date Posted: 1/18/2021

Job Snapshot

Job Description

-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 customers 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.
  • High School Diploma or Associates degree, with 1.5 - 4 years of experience, plus additional training or education in area of specialization.
  • Assists 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.
  • Provides direction and guidance to less experienced team members and provides coaching on how to handle more complex inquiries.
  • Recognizes and recommends 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.
  • Works 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.

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.


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