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CSR II

Company: MAXIMUS
Location: Pharr
Posted on: May 3, 2021

Job Description:

This position will provide customer service in a contact center in support for the Social Security Administration Ticket to Work program Beneficiary Helpline with specialization in work incentive planning for beneficiaries receiving disability benefits. The candidate will spend an assigned amount of time (7 - 7.5 hours) on the toll-free customer service line answering questions from SSI/SSDI beneficiaries engaged in, or considering participating in, the Ticket to Work program, focusing on providing information on the use of work incentives and their impact on benefits due to participation in the program.Essential Job Duties: Provide customer service by answering questions and resolving problems related to how to use the various program resources and tools available to promote program engagement and employment efforts. Complete basic call-related input to phone inquiries including data entry, verifying caller information, and entering call logs in the client-provided database and completing event registration as needed. Discuss caller needs and use provided Work Incentive Planning and Assistance (WIPA) scripts and call flows to determine and appropriately refer callers, completing the required Intake & Referral forms via the WIPA program database Conduct outbound calls to follow up with potential beneficiaries that request assistance in identifying a service provider Assist caller with accessing and using various resources and use tools available on the program website Troubleshoot to solve caller-identified issues and barriers to program engagement related to work incentive program use and benefits planning for obtaining and/or retaining employmentEducation and Requirements High school diploma or GED required Associate degree from an accredited college or university preferred At least one (1) year of prior customer service/secretarial/telemarketing experience required At least three (3) years of experience working in a call center environment preferred Experience dealing with difficult or angry callers preferred Prior experience working in employment services preferred Knowledge of the disability benefits approval process for SSA and the impact of work at various levels on benefit amounts preferred Ability to speak, read and write English clearly, professionally, and fluently Ability to pass a federal background check including, but not limited to, drug testing and Credit search of National Credit Bureaus Experienced using a computer and call center telephony equipment Ability to work between the hours and of 7 AM and 7 PM local time, Monday through Friday Strong data entry, verbal communication and problem-solving skills, as well as ability to multi-task Excellent interpersonal and communication skills and the ability to effectively communicate, listen, and maintain at all times a friendly and professional manner Ability to type a minimum of 40 WPM VCU CSR certification (provided upon hire, must be successfully passed) Understanding of SSA Work Incentives and their impact on disability benefits at a level that allows productive conversation to identify and problem-solve with benefit recipientsJob Summary High School Diploma with 6 months - 2 years of experience. May have additional training or education in area of specialization. Handles customer service inquiries and problems via the telephone, recording consistent problem areas. May respond to email inquiries. Customer service is the primary function. Calls are predominately routine, but may require deviation from standard screens, scripts, and procedures. Uses computerized system for tracking, information gathering, and/or troubleshooting. Works on assignments that are semi-routine in nature but recognizes the need for occasional deviation from accepted practice. Communicates more complex information, using job experience to anticipate and proactively address related questions.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 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. Were 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.

Keywords: MAXIMUS, Pharr , CSR II, Other , Pharr, Texas

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