Customer Service Representative (CSR) Tier 3 - Background Clearance Investigations

Description & Requirements

At Maximus, we're proud to be celebrating our 50th year in business, with strong financial performance - including $1.4B in revenue this quarter and 15% growth in our Federal services group.

We've also been recognized as a Washington Post Top Workplace and a VETS Indexes 5 Star Employer in 2024..

Maximus Federal is proactively seeking top talent in anticipation of a potential upcoming contract with the Department of Defense (DoD).

This project is currently in the bidding phase, and we're eager to consider strong candidates who may be a great fit for this opportunity.

Why Join Maximus?
Becoming part of Maximus means joining a team that offers:


* Comprehensive benefits, including medical/dental/vision, paid time off, and more


* Opportunities for career advancement and professional development


* A collaborative, respectful work environment with supportive leadership and mentorship

This position would be full-time and onsite in Boyers, PA and requires an active Secret clearance.

Essential Duties and Responsibilities:
- Handles more complex customer service inquiries and problems via the telephone, recording consistent problem areas.
- May respond to e-mail inquiries.
- Customer service is the primary function.
- Calls are non-routine and require deviation from standard screens, scripts, and procedures.
- Handles situations which may require adaptation of response or extensive research according to customer response.
- Uses computerized system for tracking, information gathering, and/or troubleshooting.
- May handle escalated and unresolved calls from less experienced representatives.

Job-Specific Essential Duties and Responsibilities:
- Manage and communicate with Agency contacts and background investigators on case status and processing needs for scheduled cases.

- Reports to the Department head or Team Lead.

- Receive, analyze, comprehend and respond to information inquiries and service requests (SR) via telephone, emails, fax, postal mail and online/internet.

- Communicate missing case data/information to agencies.

- Prepare and send background investigation notices to agencies when applications don't meet the requirements of federal guidelines.

Job-Specific Minimum Requirements:

- Active Secret clearance

- High School diploma or equivalent with 1-3 years of work-related experience

- Ability to go on-site to location within Boyers, PA

Minimum Requirements

- High School diploma or equivalent with 12 months of customer service experience.
- May have additional training or education in area of specialization.

Job-Specific Preferred Skills & Experience:

- 1+ years background investigation CSR experience

- Ability to work as part of a team

- Problem/situation analysis

- Detail oriented

- Ability to meet deadlines

- Attentiveness

#FEDDODBPS #techjobs #clearance

EEO Statement

Maximus is an equal opportunity employer.

We evaluate qualified applicants without regard to race, color, rel...