Join Our Team: Customer Service Representative - Department of Education
Job Summary:
We are seeking a highly motivated and customer-focused individual to join our team as a Customer Service Representative to support the Department of Education. As a key member of our team, you will be responsible for responding to incoming calls and chats, making outbound calls, and providing exceptional service to customers regarding Federal Student Aid (FSA) Loan Servicing.About Us:
Maximus is a leading provider of business process management and technology solutions, dedicated to helping government agencies serve the people. With over 30,000 employees worldwide, we are proud to be a partner to government agencies in the United States and around the globe.Responsibilities:
- Respond to incoming calls, emails, and chats, and make outbound calls regarding FSA Loan Servicing
- Utilize available systems, knowledgebase, and standard technology to respond to inquiries and perform job duties
- Process requests received via general correspondence and notate accounts regarding actions taken
- Use computerized system for tracking, information gathering, and troubleshooting
- Support Contact Center expectations, 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
Requirements:
- High school diploma or GED equivalent required
- Minimum six (6) months customer service or administrative experience required
- Must be able to speak, read, and write in English fluently
- 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
- 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:
- 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
- Employment and continued employment are contingent upon obtaining and maintaining a favorable clearance
What We Offer:
- 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
Home Office Requirements:
- Internet speed of 25 mbps or higher required
- Hardwired internet (ethernet) connection router, cannot connect via Wi-Fi
- Must have a personal desktop or laptop computer to use for the first few weeks of training with a private work area and adequate power source