580 Customer Service Representatives jobs in Spring

Job Title: Enrollment Solutions Help Desk Specialist

Reports to: Client Services Manager

Location: Houston Corporate Office

Position Summary:

The Enrollment Solutions Help Desk Specialist is responsible for working with and responding to external/internal clients inquiries regarding the company's benefit enrollment system (FFenroll). This position is critical in the enrollment facilitation process and will be responsible for assisting our clients in the K-12 market in a high volume call center environment. It will work closely with Enrollment Solutions team in promoting superior customer service as well as, meeting/exceeding the enrollment platform engagement objectives.

Qualifications

• Must be Bilingual English/Spanish
• 2 years experience working with benefits (medical, dental, vision, prescription drug service and retirement plans).
• 2 years experience working in a call center environment.
• 2 years experience working in customer service.
• Group 1 Health & Life Insurance license (or must be able to obtain within 90 days of employment)
• Strong customer service skills and a proven track record of handling sensitive client information.
• Must have strong knowledge and work experience using Excel, Word & Outlook.
• High school diploma required or equivalency required (GED).

• 1 year experience working in financial services.
• 2 years Human Resources Information Systems knowledge.
• Knowledge of COBRA, IRS Sec. 125, FMLA, FSA, HSA, and HRA

Maximus is looking for an entry level Help Desk technician to contribute to the DMCS Help Desk.

This position is remote.

Essential Duties and Responsibilities:
- Responsible for responding to telephone calls, emails, and personnel requests for technical support.
- Identify, research, and resolve technical problems.
- Document, track, and monitor problems to ensure timely resolution.
- Correct application issues, solve network and security problems, and identify common PC software and hardware problems.
- Assign username, password, and access right permissions for multiple proprietary applications, as well as client software.

Job-Specific Essential Duties and Responsibilities:

- Answer internal and external telephone calls for end user issues or requests, complete tickets in the ticketing system and process the requests

- Ask questions to determine work assignment queue

- Monitor customer requests arriving via email for customers seeking help, by completing a ticket in the ticketing system and processing the request

- Serve as the single point of contact to the customer's end users for related issues, problems and requests

- Track, route and redirect problems to correct resources

- Monitor Service Desk for tickets assigned to the queue and process first-in first-out based on priority

- Walk customer through problem-solving process

- Coordinate, monitor and respond quickly and effectively to all Service Desk open incident tickets in order to ensure issues are closed within the required Service Levels, work directly with the Client's service partners for escalation and timely issue resolution

- Provide helpdesk support and resolve problems to the end user's satisfaction

- Verify with the customer that the issue has been resolved and update the ticketing system

- Receives and prioritizes issues and forwards using appropriate escalation procedures

- Identifies, investigates and researches user questions and problems as well as isolating and resolving information systems problems

- Special projects may be assigned and an opportunity to work, based on ability to meet and exceed performance benchmarks

- Recommended procedure modifications or actively contribute to ongoing process improvements

- Assist Service Desk Management with executing reports to monitor and track tickets, reporting, analysis, or testing tasks

Minimum Requirements

- High school diploma or GED required and 0-2 years of relevant professional experience required, or equivalent combination of education and experience.

Job-Specific Minimum Requirements:
- 0-2 years experience

Additional Requirements as per Contract/Client:
- Must be able to obtain a 6C Public Trust government clearance
- Must be a U.S. citizen.
- Must currently reside in the U.S.
- Must be able to pass a criminal background check.
- Must not be delinquent or 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. If applicable, 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.

Preferred Skills and Qualifications:

- Microsoft Office
- Help Desk Ticketing Solution such as ServiceNow or SysAid
- ITIL

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

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

$

40,000.00

Maximum Salary

$

45,000.00

Primarily responsible to collect monies on behalf of our clients while maintaining

compliance and professional office and ethical standards. Collector will utilize

various collection strategies and methodologies to attempt to contact consumers in

order to negotiate payment in full or payment arrangements on debt within federal,

state and client collection guidelines and laws.

Describe this positions Essential Functions: (Tasks, duties & responsibilities of

the job. Outline the core responsibilities of the position. Highlight the day-to-day

activities of the position).

1. Take inbound and outbound phone calls to collect monies by negotiating

payment terms and methods when right party is reached. The process

requires reviewing the account information in database, and/or asking

probing questions of the consumer in order to better understand potential

objections to payment.

2. Monitor debtors accounts and follow-up to ensure payments are made in a

timely manner

3. Utilize various skip tracing techniques and collection strategies to locate

right parties in order to collect monies

4. Collect balance or set up an appropriate payment plan.

5. Review accounts to identify adjustments, discrepancies and create a

request for resolution

6. Handle debtor disputes and overcome stalls and objections & suggest

money sources for debt payment

7. All other duties as assigned

Describe the Physical Demands & Work Environment

1. Works in an enclosed call center environment office and mostly works on

the computer.

1. While performing the duties of this job, the employee is regularly required

to sit, talk or walk and use hands and fingers to operate office equipment

(computer and printer) or other office tools, and reach with hands and arms.

2. Nominal amount of light lifting required.

3. Specific vision abilities required by this job included close vision and the

ability to adjust focus.

Describe this positions Non-Essential Functions: (These duties are performed

either very infrequently or could be performed by others without altering the

underlying reason the job exists. Outline responsibilities of the position that are

not absolutely necessary but the employee may need to perform occasionally).

1. Assist in training new Collectors.

What knowledge, skills and abilities will be necessary for this position to

succeed? (Knowledge focuses on the understanding of concepts. Skills are the

practical application of theoretical knowledge. Abilities are the innate traits

or talents that a person brings to a task or situation. Examples: Leadership,

communication, team player, ability to work with numbers, software skills,

planning, etc.).

1. Basic computer skills

2. Ability to compute basic math calculations