Sr. CSR - QA & Training

Job Locations US-PA-Harrisburg
Requisition ID 2020-55297
Posted Date
4 months ago(7/17/2020 12:44 PM)
# of Openings
Job Schedule
Regular Full-Time

Job Description Summary


Essential Duties and Responsibilities:
- Present, train, and coach people development skills course content to MAXIMUS external customers.
- Prepare materials for training sessions and present training programs in a clear and concise manner.
- Assist in the design and development of course curricula for both program and technical content.
- May select or develop teaching aids such as handbooks, models, visual aids, computer tutorials, and reference materials to support curriculum design.
- Make logistical arrangements for training sessions, including training facilities, course materials, and audio-visual equipment.
- Track attendance for training sessions, including maintaining database for tracking participation and evaluation.
- Notify appropriate staff of non-attendance when applicable.
- Continually monitor and assess participant progress throughout the learning process and make adjustments as needed to ensure knowledge transfer and applied understanding.
- Provide training to program participants related to employment skills, including resume writing, interview preparation, career exploration, life and soft skills, communication skills, work maturity, relationship skills, socialization skills, decision making skills, problem solving, money management, community resources, and conflict resolution skills and abilities to apply for, interview for, and attain employment in their chosen career field.
- Arrange and/or coordinate presenters/employers to conduct presentations.

Minimum Requirements:
- High School diploma with 1-3 years of experience.
- Handles more complex customer service inquiries and problems via telephone, recording consistent problem areas.
- May respond to email inquiries.
- Customer service is the primary function.
- Calls are non-routine and require deviation from standard screens, scripts, and procedures.
- Handles situations which may require adaptation of response or extensive research according to customer response.
- Uses computerized system for tracking, information gathering, and/or troubleshooting.
- May handle escalated or unresolved calls from less experienced representatives.
- Works on assignments that are moderately difficult, requiring judgement in resolving issues.
- Understands implications of work and makes recommendations for solutions.

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


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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