• Customer Service Representative

    Job Locations US-MA-Boston
    Posted Date 3 weeks ago(12/30/2019 11:07 AM)
    Requisition ID
    # of Openings
    Job Schedule
    Regular Full-Time

    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

    Job Description Summary


    The Customer Service Representative (CSR) trainee is provided with up to a twelve-week period where they will actively participate in the standard training program that includes both classroom, practice work and actual work under the guidance of a supervisor. As trainees they will learn how to interact with customers, how to provide information in response to inquiries about programs and services in a contact center, how to use the key systems and tools necessary to perform the key functions of the job. Upon completion of the training period the CSR is able to perform the required duties and successfully join the production floor


    • Attend the required training programs
    • Demonstrate through the activities that include role plays, tests, and demonstration, an understanding of the policies and protocols necessary to complete the core job functions
    • Under the supervision of the training staff, interact with customers to provide information in response to inquiries about programs and services in a contact center.
    • Under the supervision of the training staff, respond to Health Plan and Provider inquiries received by telephone.
    • Record customer interactions and transactions, by documenting details of inquiries, complaints, comments, and actions taken.
    • Follow standard operating procedures to ensure consistency and accuracy.
    • With the assistance of the training staff, address customer inquiries and resolve problems to ensure that appropriate changes are made.
    • Communicate with supervisor regarding any potential needs or concerns.
    • Perform data entry accurately.


    • High school diploma or GED. One to two years of relevant experience will be considered in lieu of diploma.


    • Associate degree


    • High School Diploma with 0-1 years of experience.
    • May have additional training or education in area of specialization.
    • Handles customer service inquiries and problems via the telephone, recording consistent problem areas.
    • May respond to email inquiries.
    • Customer service is the primary function.
    • Calls are basis and routine.
    • Uses computerized system for tracking, information gathering, and/or troubleshooting.
    • May respond to customer inquiries by referring them to published materials, secondary sources, or more senior staff.
    • Work on assignments that are routine in nature, with responsibilities easily learned on the job.
    • Communicates routine information in a clear and accurate way with internal and external contacts.


    • Must be able to remain in a stationary position for an extended period of time
    • Occasionally lifts, carries, or otherwise moves items weighing up to 25 pounds
    • Work is constantly performed in an office environment


    Essential Duties and Responsibilities:
    - Check referrals received from the client for completeness and accuracy.
    - Complete transaction that will create an arrival date/stamp record.
    - Date/time stamp referral documents and number them consecutively beginning with #1 each day.
    - Use the prime's system as the operating encounter system for arrival records to be transmitted as a monthly report to OTDA.
    - Verify client identification by accessing the client photo and signature via the CBIC’s administrative workstation and key in referral number and associated client number (CIN).
    - Distribute cards, protective sleeves and card carriers.
    - Compare photo on card with the person receiving the card and sign referral document and have client sign the referral document prior to issuing the card.
    - Refer client to the PIN Selection Station to select or change PIN.
    - Properly clarify defective cards and cards created but not picked up by the client.
    - Maintain positive relationships with HRA staff, co-workers, and clients.
    - Raise issues of concern and/or problems to the Site Supervisor.
    - Meet all standards established for this position as outlined in the attached performance criteria.
    - Perform other duties as may be assigned by the Site Supervisor.

    Minimum Requirements:
    - High School diploma with 0-1 years of experience.


    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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