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Form of workMAXIMUS is a leading operator of government health and human services programs and has partnered with state, federal and local governments to provide critical, high quality health and human service programs to a diverse array of communities. Operating under MAXIMUS's founding mission of Helping Government Serve the People® since 1975, MAXIMUS Federal Services is entirely focused on helping government agencies run programs cost-effectively and serve program constituents with improved outcomes. By being a responsible steward for government programs, we help the federal government deliver on its promises through our people, process and technology. Our focus is always on outcomes and results that connect citizens more effectively with government services.
Maximus is currently seeking Customer Service Representatives to support the Federal Emergency Management Agency (FEMA). FEMA's mission is to help people before, during, and after disasters. In this project, we will support FEMA by taking calls and accepting applications from individuals and businesses for disaster assistance from the designated geographical area.
This position is a Remote - Work at Home, Customer Service position. However, you must be able to physically pick up your equipment at our office located at Houston, TX.
In this position, you will be supporting survivors of natural disaster. The FEMA team strives to be available to help those in need requiring us to have flexibility. This position will require you to have availability to work an eight (8) hour shift, 5 days per week anytime between the hours of 6:30AM-2:30AM EST (including weekends).
Essential Duties & Responsibilities:
• Respond to incoming calls, and make occasional outbound calls regarding Federal Emergency Management Agency (FEMA)
• Utilize standard technology such as computer, telephone, email, and web browser to complete work tasks
• Complete basic call-related input in computer terminal to phone inquiries
• Responds to all inquiries consistent with confidentiality and privacy policies and refers callers to alternate sources when appropriate
• Attention to detail, ability to multitask is required
• Meet Quality Assurance (QA) and other key performance metrics
• Track and document all inquiries using the applicable systems
• Maintain updated knowledge of the Contact Center performance requirements as well as corporate and project policies and procedures
• Work closely with the Supervisor(s) in resolving difficult and complex consumer interactions
Minimum Requirements:
• High School Diploma or GED required
• At least six (6) months of customer service/secretarial/telemarketing experience required
• Ability to pass a federal background check
• Ability to comply with moderate computer usage including MS Office applications
• Ability to work nights and weekends, as well as overtime and/or holidays as needed
• Experience with and/or ability to use call center telephony equipment
• Must have demonstrated excellent interpersonal skills and the ability to organize simultaneous tasks
• Call center experience preferred, but not required
• Must be a US Citizen
• Must reside in Continental US
Home Office Requirements:
• Hardwired internet (ethernet) connection
• Internet download speed of 25mbps and 5mbps (10 preferred) upload or higher required (you can test this by going to www.speedtest.net)
• Private work area and adequate power source
• All equipment will be provided by Maximus (computer and headset) but must be picked up in our physical office located at Houston, TX prior to your start date.
