177 Customer Service jobs in Richmond

Description We are looking for a Bilingual Customer Service Representative to join our team in Richmond, Virginia. In this role, you will be the primary point of contact for clients, ensuring their needs are met efficiently and accurately. This position involves maintaining high levels of customer satisfaction while performing key administrative tasks such as order processing, invoicing, and report generation.
Responsibilities:
- Communicate effectively with clients to address their inquiries, process orders, and resolve issues promptly.
- Ensure all customer orders are accurately entered and processed in compliance with company standards and regulatory requirements.
- Handle return authorizations and complaints professionally, striving to maintain positive client relationships.
- Generate detailed reports to track performance and support decision-making.
- Collaborate across departments to meet customer expectations and fulfill service commitments.
- Prepare and issue invoices, assisting with monthly billing cycles.
- Participate in annual inventory activities, ensuring accuracy and proper documentation. Requirements - Minimum of 2 years of experience in customer service or a related role.
- Proficiency in data entry and invoice processing.
- Strong knowledge of Microsoft Excel.
- Excellent communication skills, both verbal and written.
- Experience in call center customer service or similar environments.
- Familiarity with processing purchase orders.
- Ability to work collaboratively and manage multiple tasks effectively.
- Bilingual proficiency required to communicate with diverse clients.
Robert Half is the world's first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.
Robert Half works to put you in the best position to succeed. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity - whenever you choose - even on the go. Download the Robert Half app ( and get 1-tap apply, notifications of AI-matched jobs, and much more.
All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit roberthalf.gobenefits.net for more information.
© 2025 Robert Half. An Equal Opportunity Employer. M/F/Disability/Veterans. By clicking "Apply Now," you're agreeing to Robert Half's Terms of Use ( .

**Company :**
Highmark Inc.
**Job Description :**
**JOB SUMMARY**
*** The SHIFT for this Position is 2nd Shift 1:30 pm -10 pm EST***
This job resolves standard and occasional non-standard customer inquiries, comments, and concerns by applying a seamless and positive customer experience gained through many recurring cycles of on the job work engagement.
**ESSENTIAL RESPONSIBILITIES**
+ Engages with customers in a confident and compelling manner, performing the full range of customer service duties and responsibilities, as assigned.
+ Strives to resolve customer concerns in a single interaction via telephone, written, or face to face communication.
+ Responds to a diverse set of customers with an equal level of confidence regardless of the issue at hand.
+ Works independently of support from a senior customer service representative, frequently utilizing the knowledge center, answering customer inquiries.
+ Routinely responds to customers with an in-depth product knowledge achieved through a continuously improving set of listening, analysis, quality focus, problem solving, and documentation skills.
+ Consistently exceeds results for internal adherence, efficiency, and inquiry timeliness.
+ Resolves standard and frequently non-routine, limited impact, customer inquiries, comments, and concerns with the most limited escalation consistent with company policies and processes.
+ Other duties as assigned or requested.
**EDUCATION**
**Required**
+ High School Diploma/GED
**Substitutions**
+ None
**Preferred**
+ None
**EXPERIENCE**
**Required**
+ 1-3 years experience in customer service or call center environment
**Preferred**
+ None
**LICENSES or CERTIFICATIONS**
**Required**
+ None
**Preferred**
+ None
**SKILLS**
+ Applies in-depth product knowledge obtained through ongoing cycles of working with routine and non-routine subject matter
+ Regardless of recurring and routine customer inquiries, comments, and concerns, approaches each and every interaction with superior listening skills
+ Multi-tasks with a high level of efficiency yet treats every customer as the most important during the interaction so as not to leave the customer with a hurried impression
+ Ability to ask effective probing and/or open and closed ended questions that will help in issue resolution in a conversational manner with customers, using verbal clues and system tools to develop tailored recommendations for the customer
+ Ability to master initial training competencies while demonstrating the ability to learn additional competencies through additional training
+ Ability to de-escalate challenging customer inquiries, comments, and concerns while delivering necessary information consistent with Company policies and processes
**LANGUAGE REQUIREMENT (Other than English)?**
None
**Travel Requirement**
0% - 25%
**PHYSICAL, MENTAL DEMANDS AND WORKING CONDITIONS**
**Position Type**
Office-based
Teaches/Trains others regularly
Rarely
Travels regularly from the office to various work sites or from site-to-site
Does Not Apply
Works primarily out-of-the office selling products/services (Sales employees)
Does Not Apply
Physical Work Site Required
No
Lifting up to 10 pounds
Rarely
Lifting 10 to 25 pound
Rarely
Lifting 25 to 50 pounds
Rarely
**_Disclaimer:_** _The job description has been designed to indicate the general nature and essential duties and responsibilities of work performed by employees within this job title. It may not contain a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to do this job._
**_Compliance Requirement:_** _This job adheres to the ethical and legal standards and behavioral expectations as set forth in the code of business conduct and company policies._
_As a component of job responsibilities, employees may have access to covered information, cardholder data, or other confidential customer information that must be protected at all times. In connection with this, all employees must comply with both the Health Insurance Portability Accountability Act of 1996 (HIPAA) as described in the Notice of Privacy Practices and Privacy Policies and Procedures as well as all data security guidelines established within the Company's Handbook of Privacy Policies and Practices and Information Security Policy._
_Furthermore, it is every employee's responsibility to comply with the company's Code of Business Conduct. This includes but is not limited to adherence to applicable federal and state laws, rules, and regulations as well as company policies and training requirements._
**Pay Range Minimum:**
$19.27
**Pay Range Maximum:**
$26.88
_Base pay is determined by a variety of factors including a candidate's qualifications, experience, and expected contributions, as well as internal peer equity, market, and business considerations. The displayed salary range does not reflect any geographic differential Highmark may apply for certain locations based upon comparative markets._
Highmark Health and its affiliates prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities and prohibit discrimination against all individuals based on any category protected by applicable federal, state, or local law.
We endeavor to make this site accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact the email below.
For accommodation requests, please contact HR Services Online at
California Consumer Privacy Act Employees, Contractors, and Applicants Notice
Req ID: J

**Job Description:**
Sharecare is the leading digital health company that helps people - no matter where they are in their health journey - unify and manage all their health in one place. Our comprehensive and data-driven virtual health platform is designed to help people, providers, employers, health plans, government organizations, and communities optimize individual and population-wide well-being by driving positive behavior change. Driven by our philosophy that we are all together better, at Sharecare, we are committed to supporting each individual through the lens of their personal health and making high-quality care more accessible and affordable for everyone. To learn more, visit .
**Job Summary:**
The Customer Service Representative (CSR) answers inbound calls from members and providers, inputs data, and provides a high level of customer service always extending courtesy and professionalism. The CSR handles inbound customer service inquiries and problems via the telephone and email while effectively recording communications accurately and consistently. Calls are predominantly "routine", but may require deviation from standard screens, scripts and procedures. CSRs use a computerized system for tracking calls, information gathering, and/or troubleshooting and may assess needs, explain programs and suggest/promote alternative products or services. 
***This is a remote position and can be located anywhere within the United States.**
**Essential Job Functions:**
+ Identify, evaluate and prioritize caller needs, questions and concerns. 
+ Formulate plans of resolution and respond appropriately and efficiently. 
+ Maintain and restore customer satisfaction and partner with other teams as needed. 
+ Perform problem analysis, problem determination and recommended resolutions to the callers in accordance with standard protocol. 
+ Proactively educate caller on program benefits. 
+ Meet or exceed established call center metrics, attendance standards and quality levels. 
+ Use computer tools to accurately process and document information. 
+ Develop rapport with callers and appropriately adjust communication style.  
+ Provide accurate information about Sharecare programs and services. 
+ Escalate issues internally and follow up on escalated issues. 
**Qualifications:**
+ High School Diploma 
+ Prior experience in a customer service related field preferred
+ Great communication skills 
+ Must be able to multi-task 
+ General working knowledge of Microsoft Word & Outlook 
+ Computer keyboard proficiency and internet navigation skills required 
+ Have the ability to work effectively with others in a team environment  
+ Ability to thrive in a fast-growing always changing environment 
Sharecare and its subsidiaries are Equal Opportunity Employers and E-Verify users. Qualified applicants will receive consideration for employment without regard to race, color, sex, national origin, sexual orientation, gender identity, religion, age, equal pay, disability, genetic information, protected veteran status, or other status protected under applicable law.
Sharecare is an Equal Opportunity Employer and doesn't discriminate on the basis of race, color, sex, national origin, sexual orientation, gender identity, religion, age, disability, genetic information, protected veteran status,or other non-merit factor.

Description & Requirements

Maximus is looking to fill a Customer Service Representative II position (CSR II). This position supports our CDC INFO program. CDC-INFO is the CDC's national contact center, providing information to the public, healthcare providers, and public health professionals. CDC-INFO offers CSR via phone, email, or chat to help find the most up-to-date, reliable, consistent, and science-based health information on more than 750 health and COVID related topics.

*** Position is a temporary and remote position ***

*** Must be available to work weekends and holidays as needed. The hours of operation are Monday - Friday 8:00 AM - 8:00 PM EST***

Essential Duties and Responsibilities:

- Provides customer service for basic and routine inquiries and problems via multiple possible channels (i.e. telephone, emails, web chats, or written letters).

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

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

- Provides feedback when needed, provide input on call trends, processes, procedures, and training.
- May respond to customer inquiries by referring them to published materials, secondary sources, or more senior staff.

Education and Responsibilities:

- High School diploma or GED required

- Minimum six (6) months customer service/administrative /call center experience required

- Must be able to speak and write English clearly and professionally

- Successfully complete the written assessment

- Highly effective communicator with strong ability to provide an excellent empathetic customer experience

- Excellent listening, comprehension, communications (verbal and written), problem solving and customer service skills

- Experience working with a PC, MS Word and Outlook required

- Must have demonstrated excellent interpersonal and leadership skills and the ability to organize simultaneous tasks

- Proven ability to work as a member of a team, as well as independently

- All CDC INFO personnel will be required by contract to undergo periodic program update training as the program changes

- All CDC INFO personnel are required to sign a Statement of Understanding and Non-Disclosure

Previous experience with phone systems, and headset preferred

- Must be able to work from home and comply with remote working policies and requirements

- Flexibility - Required to work holidays, weekends and /or weekends to meet operational needs

- Must be able to work alternate schedules

- Customer service is the primary function

- Answer Incoming calls, emails, chats, SMS Text, and provide assistance in scheduling vaccines or sending out kits, from general public, clinicians and government officials in accordance with all CDC and Maximus performance standards, policy and procedures, and protocols including but not limited to the confidentiality and privacy policy

- Call, email, chat, vaccine appointments and sending out kits are predominantly routine, but may require deviation from standard screens, scripts, and procedures

- Utilize databases and written materials to look up and provide information to telephone, email, chat inquiries as well as scheduling appointments and sending out kits

- Maintain up-to-date knowledge of CDC Public Response , procedures, and policies to provide knowledgeable responses to numerous inquiries in a courteous, timely and professional manner

- Track and document all inquiries, appointments, kits, using CRM and applicable systems

- Meet Quality Assurance (QA) and other key performance metrics

- Escalate calls, emails, chat, scheduling or kit related issues to the appropriate designated group

- Continually look for and suggest process improvements, which will benefit MAXIMUS, CDC, and the public (inquirers)

- Attend meetings and training as requested and maintain up to date knowledge of public response, programs, and systems

*** This position you will need to use your own device personal computer or laptop. No Tablets, iPads, and Chromebooks are not permitted.***

Home Office Requirements:

- Hardwired internet (ethernet) connection.

- Required Internet speeds - Minimum download 25mbps or higher and minimum upload speed 10mbps or higher (you can test this by going to (1)

- Private work area and adequate power source.

-Video calls may be requested on occasion. Proper background and attire is required.

*** Must provide your own device/equipment: Computer or Laptop required, head set with microphone and monitor required ***

- Windows or Mac (Tablets, iPads, and Chromebooks are not permitted.)

OS for Windows - Windows 10 or Windows 11

OS for Mac - Big Sur (11.0.1+); Catalina (10.15); Monterey (12.3)

Minimum Requirements

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

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

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

For positions on this contract, Maximus will pay the prevailing wage rate for the location in which the employee is working, as determined by the Department of Labor. That wage rate will vary depending on locality. An applicant's salary history will not be used in determining compensation.

Accommodations
Maximus provides reasonable accommodations to individuals requiring assistance during any phase of the employment process due to a disability, medical condition, or physical or mental impairment. If you require assistance at any stage of the employment process-including accessing job postings, completing assessments, or participating in interviews,-please contact People Operations at .

Minimum Salary

$

17.75

Maximum Salary

$

24.16

Description & Requirements

Maximus is looking to fill a Customer Service Representative II position (CSR II). This position supports our CDC INFO program. CDC-INFO is the CDC's national contact center, providing information to the public, healthcare providers, and public health professionals. CDC-INFO offers CSR via phone, email, or chat to help find the most up-to-date, reliable, consistent, and science-based health information on more than 750 health and COVID related topics.

***Must be able to start work on 10/6/2025***

*** Position is a temporary and remote position ***

*** Must be available to work weekends and holidays as needed. The hours of operation are Monday - Friday 8:00 AM - 8:00 PM EST***

Essential Duties and Responsibilities:

- Provides customer service for basic and routine inquiries and problems via multiple possible channels (i.e. telephone, emails, web chats, or written letters).

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

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

- Provides feedback when needed, provide input on call trends, processes, procedures, and training.
- May respond to customer inquiries by referring them to published materials, secondary sources, or more senior staff.

Education and Responsibilities:

- High School diploma or GED required

- Minimum six (6) months customer service/administrative /call center experience required

- Must be able to speak and write English clearly and professionally

- Successfully complete the written assessment

- Highly effective communicator with strong ability to provide an excellent empathetic customer experience

- Excellent listening, comprehension, communications (verbal and written), problem solving and customer service skills

- Experience working with a PC, MS Word and Outlook required

- Must have demonstrated excellent interpersonal and leadership skills and the ability to organize simultaneous tasks

- Proven ability to work as a member of a team, as well as independently

- All CDC INFO personnel will be required by contract to undergo periodic program update training as the program changes

- All CDC INFO personnel are required to sign a Statement of Understanding and Non-Disclosure

Previous experience with phone systems, and headset preferred

- Must be able to work from home and comply with remote working policies and requirements

- Flexibility - Required to work holidays, weekends and /or weekends to meet operational needs

- Must be able to work alternate schedules

- Customer service is the primary function

- Answer Incoming calls, emails, chats, SMS Text, and provide assistance in scheduling vaccines or sending out kits, from general public, clinicians and government officials in accordance with all CDC and Maximus performance standards, policy and procedures, and protocols including but not limited to the confidentiality and privacy policy

- Call, email, chat, vaccine appointments and sending out kits are predominantly routine, but may require deviation from standard screens, scripts, and procedures

- Utilize databases and written materials to look up and provide information to telephone, email, chat inquiries as well as scheduling appointments and sending out kits

- Maintain up-to-date knowledge of CDC Public Response , procedures, and policies to provide knowledgeable responses to numerous inquiries in a courteous, timely and professional manner

- Track and document all inquiries, appointments, kits, using CRM and applicable systems

- Meet Quality Assurance (QA) and other key performance metrics

- Escalate calls, emails, chat, scheduling or kit related issues to the appropriate designated group

- Continually look for and suggest process improvements, which will benefit MAXIMUS, CDC, and the public (inquirers)

- Attend meetings and training as requested and maintain up to date knowledge of public response, programs, and systems.

*** This position you will need to use your own device personal computer or laptop. No Tablets, iPads, and Chromebooks are not permitted. ***

Must provide your own device/equipment: Computer or Laptop required, head set with microphone and monitor required

- Windows or Mac (Tablets, iPads, and Chromebooks are not permitted.)

OS for Windows - Windows 10 or Windows 11

OS for Mac - Big Sur (11.0.1+); Catalina (10.15); Monterey (12.3)

Home Office Requirements:

- Hardwired internet (ethernet) connection.

- Required Internet speeds - Minimum download 25mbps or higher and minimum upload speed 10mbps or higher (you can test this by going to (1)

- Private work area and adequate power source.

-Video calls may be requested on occasion. Proper background and attire is required.

Minimum Requirements

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

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

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

For positions on this contract, Maximus will pay the prevailing wage rate for the location in which the employee is working, as determined by the Department of Labor. That wage rate will vary depending on locality. An applicant's salary history will not be used in determining compensation.

Accommodations
Maximus provides reasonable accommodations to individuals requiring assistance during any phase of the employment process due to a disability, medical condition, or physical or mental impairment. If you require assistance at any stage of the employment process-including accessing job postings, completing assessments, or participating in interviews,-please contact People Operations at .

Minimum Salary

$

17.75

Maximum Salary

$

24.16

**BACKGROUND**
The Homeland Security Investigations Tip Line (HSITL) is a national intake center for the receipt of alleged criminal or suspicious activity administered by U.S. Immigration and Customs Enforcement (ICE). A unit within the ICE Intelligence Directorate, the call center is located in Williston, Vermont, and serves ICE's internal and external law enforcement customers and the public at large 24 hours a day, 7 days a week, 365 days a year. Toll-free and direct-dial telephone lines and an on-line web form are available to the public 24 hours every day enabling the public to provide information to ICE about criminal or suspicious activity. The HSITL is ICE's primary point of contact for the public and select government and non-government partners to report suspicious activity and alleged violations of immigration and customs law.
**SCOPE**
The HSITL has a requirement for remote Customer Service Representatives to augment current federal staff. The contractors will be expected to provide customer service and interpersonal communication skills to support the ICE law enforcement mission, as well as maintain public and community relations by answering incoming calls and processing web tips. They will review, analyze, and process tips for further action. The HSITL operates around the clock, every day of the year and requires the services to be available during all times as necessary to augment federal staff.
**Position Objective:** The Sr. Customer Service Representative (CSR) will provide senior-level intake, analysis, and documentation support to the Homeland Security Investigations (HSI) Tip Line, a 24/7/365 national center for reporting criminal or suspicious activity. Sr. CSRs serve as experienced analysts who process sensitive tips, ensure accuracy and compliance, and provide mentoring to junior staff to strengthen ICE's law enforcement mission.
**Duties and Responsibilities:**
+ Answer and track incoming calls, eliciting and recording actionable details from callers.
+ Review, analyze, and process online/web tips to determine jurisdiction and law enforcement referral requirements.
+ Research corroborative information in law enforcement, DHS, and open-source databases.
+ Document calls, tips, and research results accurately in government systems, safeguarding PII and Sensitive PII.
+ Draft and route detailed reports to ICE field offices and notify duty agents/officers of urgent matters.
+ Provide on-the-job training and mentoring to new Customer Service Representatives.
+ Create ad-hoc reports upon request and support recurring team meetings.
+ Collaborate with federal staff and ensure compliance with DHS policies, privacy regulations, and security standards
**Qualifications**
**Basic Qualifications:**
+ **High school diploma required.**
+ **Minimum of** **5 years of specialized experience** **in a contact center environment handling inbound calls of similar complexity.**
+ **Demonstrated experience in:**
+ **Searching and researching multiple databases.**
+ **Resolving a wide variety of complex stakeholder issues.**
+ **Working on multiple projects simultaneously in a high-volume contact center.**
+ **Engaging with diverse stakeholders from various professional/administrative backgrounds.**
+ **Multitasking effectively, including simultaneous data entry and live communication.**
+ **Conceptualizing scenarios and communicating them clearly to stakeholders.**
+ **Independently interpreting, analyzing, and reporting sensitive information.**
+ **Actively listening to and processing complex information.**
+ **Communicating effectively both orally and in writing.**
+ **Utilizing telephony systems, CRM/ticketing systems, and Microsoft Office Suite.**
+ **Providing on-the-job training and support to junior CSRs.**
+ **Creating accurate ad-hoc reports and supporting weekly/bi-weekly CSR meetings.**
+ **Proficiency with telephony systems, CRM/ticketing tools, and Microsoft Office Suite.**
+ **Strong oral and written communication skills.**
+ **U.S. Citizenship or Legal Permanent Resident status (required for DHS contracts).**
**Minimum Qualifications:**
+ **Prior experience supporting DHS, ICE, or law enforcement-related contact centers.**
+ **Demonstrated ability to conceptualize complex scenarios and communicate them clearly.**
+ **Strong interpersonal and mentoring skills to train and support junior CSRs.**
+ **Proven ability to create clear ad-hoc reports and support team meetings.**
+ **High attention to detail with strong active listening and documentation skills.**
+ **Ability to handle sensitive and confidential information with discretion.**
+ **Flexibility to work assigned shifts, including evenings, weekends, and holidays.**
***This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required by this position.**
**To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.**
**GAP Solutions provides reasonable accommodations to qualified individuals with disabilities. If you need an accommodation to apply for a job, email us at** ** ** **. You will need to reference the requisition number of the position in which you are interested. Your message will be routed to the appropriate recruiter who will assist you. Please note, this email address is only to be used for those individuals who need an accommodation to apply for a job. Emails for any other reason or those that do not include a requisition number will not be returned.**
**Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status or other characteristics protected by law.**
**_This position is contingent upon contract award._**

**BACKGROUND**
The Homeland Security Investigations Tip Line (HSITL) is a national intake center for the receipt of alleged criminal or suspicious activity administered by U.S. Immigration and Customs Enforcement (ICE). A unit within the ICE Intelligence Directorate, the call center is located in Williston, Vermont, and serves ICE's internal and external law enforcement customers and the public at large 24 hours a day, 7 days a week, 365 days a year. Toll-free and direct-dial telephone lines and an on-line web form are available to the public 24 hours every day enabling the public to provide information to ICE about criminal or suspicious activity. The HSITL is ICE's primary point of contact for the public and select government and non-government partners to report suspicious activity and alleged violations of immigration and customs law.
**SCOPE**
The HSITL has a requirement for remote Customer Service Representatives to augment current federal staff. The contractors will be expected to provide customer service and interpersonal communication skills to support the ICE law enforcement mission, as well as maintain public and community relations by answering incoming calls and processing web tips. They will review, analyze, and process tips for further action. The HSITL operates around the clock, every day of the year and requires the services to be available during all times as necessary to augment federal staff.
**Position Objective:** The Jr. Customer Service Representative (CSR) will provide intake, analysis, and documentation support to the Homeland Security Investigations (HSI) Tip Line, a 24/7/365 national intake center that receives reports of criminal or suspicious activity. Jr. CSRs serve as frontline call handlers, responsible for responding to calls and web tips, recording information accurately, conducting preliminary analysis, and forwarding actionable information to ICE personnel.
**Duties and Responsibilities:**
+ Answer and track incoming calls, eliciting details from callers to capture actionable information.
+ Review and process online/web tips to determine if further analysis or referral is required.
+ Conduct preliminary research in government and open-source databases to verify information.
+ Document calls, tips, and findings in government systems in compliance with DHS privacy and security policies.
+ Draft and route reports to appropriate ICE field offices following established procedures.
+ Support mission-critical operations by processing a minimum number of calls and web tips per shift as dictated by ICE standards.
+ Collaborate with Sr. CSRs and federal staff to ensure accurate intake and processing of sensitive information.
+ Participate in required training sessions, team meetings, and quality assurance activities.
**Qualifications**
**Basic Qualifications:**
+ **High school diploma required.**
+ **Minimum of** **three (3) years specialized experience** **in a contact center environment answering and responding to inbound calls of comparable complexity.**
+ **Demonstrated knowledge and ability in the following areas:**
+ **Searching and researching multiple databases.**
+ **Operating effectively in a high-volume contact center environment.**
+ **Multitasking, including data entry and live communication simultaneously.**
+ **Engaging with diverse individuals from varying professional and administrative backgrounds.**
+ **Conceptualizing scenarios and communicating them clearly.**
+ **Independently analyzing and interpreting sensitive information.**
+ **Actively listening to and documenting sensitive information.**
+ **Communicating effectively both orally and in writing.**
+ **Utilizing telephony systems, CRM/ticketing systems, and Microsoft Office Suite.**
+ **Citizenship:** **U.S. Citizenship required.**
**Minimum Qualifications:**
+ **Prior experience in federal, law enforcement, or DHS-related contact centers.**
+ **Fluency in Spanish (desirable but not required).**
+ **Ability to work effectively under pressure in a fast-paced, mission-critical environment.**
+ **Strong documentation, attention to detail, and problem-solving skills.**
+ **Flexibility to work assigned shifts, including nights, weekends, and holidays.**
+ **Willingness to learn and advance to more complex CSR responsibilities under guidance of Sr. CSRs.**
***This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required by this position.**
**To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.**
**GAP Solutions provides reasonable accommodations to qualified individuals with disabilities. If you need an accommodation to apply for a job, email us at** ** ** **. You will need to reference the requisition number of the position in which you are interested. Your message will be routed to the appropriate recruiter who will assist you. Please note, this email address is only to be used for those individuals who need an accommodation to apply for a job. Emails for any other reason or those that do not include a requisition number will not be returned.**
**Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status or other characteristics protected by law.**
**_This position is contingent upon contract award._**

Description & Requirements

Maximus is looking for customer service representatives in and around the Jacksonville, FL area. The role - provides customer service for basic and routine inquiries and problems via multiple possible channels (i.e. telephone, emails, web chats, or written letters). May support multiple Federal government agencies on critical programs.

Must reside within a 75 radius of the Jacksonville, FL area. This position is fully remote; however, you must be able to go onsite to pick up equipment at the Maximus Jacksonville, FL location.

This position will require a favorable Federal suitability clearance post-hire as mandated by the client.

*Position is contingent upon contract award*

Essential Duties and Responsibilities:

- Provides customer service for basic and routine inquiries and problems via multiple possible channels (i.e. telephone, emails, web chats, or written letters).

- Calls are basic and routine.

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

- Provides feedback when needed, provide input on call trends, processes, procedures, and training.

- May respond to customer inquiries by referring them to published materials, secondary sources, or more senior staff.

- Experience in a call center environment highly preferred

- Must Be a US Citizen

- This position requires all work to be performed within the Continental US. Must currently live in and have permanent residence within the Continental US.

- Must be able to successfully obtain a favorable Federal suitability clearance post-hire as mandated by the client.

- Must be able to pick up equipment at the Maximus Jacksonville, FL Location.

Minimum Requirements

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

- Must be able to speak and read English clearly, professionally and fluently.

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

For positions on this contract, Maximus will pay the prevailing wage rate for the location in which the employee is working, as determined by the Department of Labor. That wage rate will vary depending on locality. An applicant's salary history will not be used in determining compensation.

Accommodations
Maximus provides reasonable accommodations to individuals requiring assistance during any phase of the employment process due to a disability, medical condition, or physical or mental impairment. If you require assistance at any stage of the employment process-including accessing job postings, completing assessments, or participating in interviews,-please contact People Operations at .

Minimum Salary

$

16.00

Maximum Salary

$

16.00

Description & Requirements

Maximus is currently seeking a Customer Service Representative to support our Commercial and Residential Property Insurance business needs. This is a remote opportunity. The primary responsibilities will include chat, email, inbound and outbound calls. To prepare you for this role, Maximus provides paid, comprehensive training which ensures our employees care for each caller with the highest levels of knowledge and professionalism.

At Maximus we offer a wide range of benefits to include:

- Work/Life Balance Support - Flexibility tailored to your needs!

- Competitive Compensation - Bonuses based on performance included!

- 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.

- Future Planning - Prepare for retirement with our 401K Retirement Savings

plan and Company Matching.

- Paid Time Off Package - Enjoy PTO, Holidays, and extended sick leave,

along with Short and Long Term Disability coverage.

- Holistic Wellness Support - Access resources for physical, emotional, and

financial wellness through our Employee Assistance Program (EAP).

- Recognition Platform - Acknowledge and appreciate outstanding employee

contributions.

- Tuition Reimbursement - Invest in your ongoing education and development.

- Employee Perks and Discounts - Additional benefits and discounts

exclusively for employees.

- Maximus Wellness Program and Resources - Access a range of wellness

programs and resources tailored to your needs.

- Professional Development Opportunities: Participate in training programs,

workshops, and conferences.

Essential Duties and Responsibilities:

- Provide callers with informed and objective responses to complex concerns in regard to eligibility guidelines and policies, access to care issues, and escalated concerns.

- Respond effectively to all forms of inbound and outbound contacts.

- Process workflow documents, which include income, identity, and other eligibility verification documents.

- Accept new knowledge of policy and procedures concerning state programs and integrate it with resource materials to answer client concerns.

Minimum Requirements

- High school diploma or GED required and 1+ years of relevant professional experience required, or equivalent combination of education and experience.

- Commercial and residential property insurance experience required.
- Inbound and outbound call center experience required.

- Electronic communication with customers including email and chat experience required.

- Must be able and willing to work Monday- Friday 8:00am-5:00pm Eastern Standard Time (EST).

- Microsoft application experience required.

Home Office Requirements:
- Internet speed of 25mbps or higher required (you can test this by going to />- Connectivity to the internet via either Wi-Fi or Category 5 or 6 ethernet patch cable to the home router.
- Must currently and permanently reside in the Continental US.

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.

Accommodations
Maximus provides reasonable accommodations to individuals requiring assistance during any phase of the employment process due to a disability, medical condition, or physical or mental impairment. If you require assistance at any stage of the employment process-including accessing job postings, completing assessments, or participating in interviews,-please contact People Operations at .

Minimum Salary

$

21.00

Maximum Salary

$

22.50