Customer Service Representative --- Maximus

Position title: Customer Service Representative --- Maximus

Reports to: Workforce Services Manager

Supervises: N/A

Position summary:

This position is responsible for receiving, processing, and responding to inbound calls, and emails originated by customers, vendors, corporate and other entities. On behalf of Corporate, Customer Service Representatives must provide accurate information regarding corporate processes and procedures. If necessary, routes inquiries/issues to the appropriate person and or department. Ensures all calls regarding experiences are quickly addressed, analyzed, and resolved.

Essential Functions/Responsibilities

• Responsible for interacting with customers to provide information in response to inquiries about programs and services in a contact center.
• Respond to customer inquiries received by telephone, Interactive Voice Response (IVR), or web-based portal regarding information on programs and services.
• Record customer interactions and transactions, by documenting details of inquiries, complaints, comments, and actions taken.
• Follow standard operating procedures to ensure consistency and accuracy.
• Address customer inquiries and resolve problems to ensure that appropriate changes are made.
• Refer unresolved customer grievances to designated departments for further investigation.
• Communicate with supervisor regarding any potential needs or concerns.
• Perform data entry accurately.

Marginal Job Functions/Responsibilities:

• Assist other department personnel as time and knowledge permit.
• Participate in training and meetings as requested.
• Perform other duties as apparent or assigned.

Knowledge/Skills and Working Conditions:

• Must have a passion for customer service excellence and have the desire and drive to serve as the customers advocate.
• Excellent written and verbal communication skills.
• Works independently and adjusts to changing priorities and demands associated with a changing environment.
• Proven analytical and problem-solving skills.
• Must be detailed oriented and have the ability to work well under pressure.
• Must have the ability to listen to internal and external customers and communicate to all levels of the organization (Managers, Directors, SVPs, etc).
• Self-motivated and demonstrates positive interpersonal skills.

Education and work experience:

• High School Diploma or GED equivalent
• 2 years of customer service experience preferred.
• If applicable, demonstrated proficiency in use of Assistive Technology required with either JAWS and/or Zoom Text for visual adaptation.
• Bilingual Spanish-English capability a plus.
• Must reside within 70 miles of San Antonio, Texas.

ISO 5.3 Organizational roles, responsibilities, and authorities: IFB employees have the responsibility and authority to ensure to produce first quality products that meet our customer requirements.

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire. IFB Solutions provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran status, and disability or genetics.