Job description: Job Introduction

MAXIMUS is a leading operator of government health and human services projects and has partnered with state, federal and local governments to provide critical, high-quality health and human service projects to a diverse array of communities. Operating under Maximus’ founding mission of Helping Government Serve the People® since 1975, Maximus Federal Services is entirely focused on helping government agencies run projects cost-effectively and serve project constituents with improved outcomes. By being a responsible steward for government projects, 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. Our agents will support the registration process, provide applicable referrals and address follow-up questions.

*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.

Education and Experience Requirements

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 speak and read English clearly, professionally, and fluently
• 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

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.