Maximus · 6 hours ago
Lead Customer Service Representative - (Remote)
United States
Full-time
Remote
Mid, Senior Level
$18/hr - $26/hr
4+ years expMaximus is seeking a highly skilled and adaptable Lead Customer Service Representative to join our team. In this role, you will ensure your team meets contractual requirements and provide exceptional customer support while handling call escalations and resolving complex issues.
Business Process Automation (BPA)ConsultingEducationGovernmentGovTechHealth CareInformation Technology
Responsibilities
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
Perform other duties as assigned
Provide direction and guidance to less experienced team members and provides coaching on how to handle more complex inquiries
Work on a variety of assignments requiring considerable judgement and initiative
Able to draft or modify training materials and procedural documentation accurately
Skilled in handling challenging communications with external contacts for escalated matters
Assist supervisor/manager with the management of daily activities over a group of agents that handle customer service inquiries and problems via the telephone and sometimes email
Recognize and recommend areas needing improvement
May assist in scheduling and coordinating team activities
May provide input into hiring decisions and performance appraisals but does not necessarily make hiring decisions or conduct performance appraisals
Qualification
Required
High school diploma or GED required
1.5+ years of relevant professional experience required, or equivalent combination of education and experience
Minimum of four (4) years of relevant call center experience
Proficient in MS Office Suite
Preferred
Clinical experience preferred
Benefits
Work/Life Balance Support - Flexibility tailored to your needs!
Competitive Compensation - Bonuses based on performance included!
Comprehensive Insurance Coverage - Choose from various plans, including Medical, Dental, Vision, Prescription, and partially funded HSA. Additionally, enjoy Life insurance benefits and discounts on Auto, Home, Renter's, and Pet insurance.
Future Planning - Prepare for retirement with our 401K Retirement Savings plan and Company Matching.
Paid Time Off Package – Enjoy PTO, Holidays, and extended sick leave, along with Short and Long Term Disability coverage.
Holistic Wellness Support - Access resources for physical, emotional, and financial wellness through our Employee Assistance Program (EAP).
Recognition Platform - Acknowledge and appreciate outstanding employee contributions.
Tuition Reimbursement - Invest in your ongoing education and development.
Employee Perks and Discounts - Additional benefits and discounts exclusively for employees.
Maximus Wellness Program and Resources - Access a range of wellness programs and resources tailored to your needs.
Professional Development Opportunities-Participate in training programs, workshops, and conferences.
Licensures and Certifications-Maximus assumes the expenses associated with renewing licenses and certifications for its employees.
Company
Maximus
Providing government technology services, digitally enabled customer experiences, and clinical health services that change lives.
10001+ employees
H1B Sponsorship
Maximus has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (39)
2024 (39)
2023 (50)
2022 (42)
2021 (36)
2020 (42)
Funding
Current Stage
Public CompanyTotal Funding
$7.93M2010-12-09Post Ipo Equity· $7.93M
Leadership Team
Elisabeth Schmidt
Senior Vice President
Michael Mateer
Sr. Vice President, Enterprise Technology
Recent News
2025-11-20
Company data provided by crunchbase