Tier One Call Center Agent

Tier One Call Center Agent

Handles inbound and outbound customer contact including but not limited to voice, emails and online chat. Listens actively to determine customer needs and answers questions. Demonstrates courtesy, patience and professionalism while providing information to customers. Research knowledge articles to answer and respond to customer inquiries pertaining to provided products and services. Takes immediate action on service requests and provide first contact resolutions that are clear, meets the customer's needs, and confirms the customer's understanding of the solution in accordance with DoD, USAF, and Program standards and guidelines. Identifies concerns and routes to the appropriate department to address escalated customer and service issues. Determines complexity of inquiry and if it should be escalated and routes inquiry in a timely manner. Creates a record of the type of contact in the government hosted ServiceNow ITSM tool for referral and historical purposes. This is an on-site position that requires a TS/SCI clearance.

Minimum Requirements: TCS257, S2, Band 2 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 $ 23.00 Maximum Salary $ 26.00