Tier 2 Specialist (CSR Operations)

Description & Requirements

Maximus Federal is proactively seeking top talent in anticipation of a potential upcoming contract with the Defense Travel Management Office (DTMO) Travel Assistance Center (TAC).

This is a full-time fully remote position.

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

As a Tier 2 Analyst, you will provide advanced customer service support for the Defense Travel Management Office, handling escalated inquiries and serving as a subject matter expert for travel-related systems and policies.

This position offers pay and benefits in accordance with the Service Contract Act (SCA) regulations.

Essential Duties and Responsibilities:

- Provides customer service for basic and routine inquiries and problems via multiple possible channels (i.e.

telephone, emails, web chats, or written letters).

- Calls are predominantly routine, but may require deviation from standard screens, scripts, and procedures.

- Uses computerized system for tracking, information gathering, and/or troubleshooting.

- Provides feedback when needed, provide input on call trends, processes, procedures, and training.
- May respond to customer inquiries by referring them to published materials, secondary sources, or more senior staff.

Job-Specific Essential Duties and Responsibilities

- Provide customer service for basic and escalated inquiries and problems via multiple channels (telephone, emails, web chats)

- Receive and resolve escalations from Tier 1 support staff

- Support updates to Standard Operating Procedures (SOPs)

- Provide feedback when needed, including input on call trends, processes, procedures, and training

- Use computerized systems for tracking, information gathering, and troubleshooting

- Handle high volume inbound calls, chats, and emails

- Provide subject matter expertise regarding the DoD Government Travel Charge Card Program (GTCC), the Defense Travel System (DTS), and Travel Policy

- Ensure escalations are in compliance with travel regulations

- Receive, analyze, comprehend and respond to information inquiries and requests through various communication channels

- Other duties as assigned

Job-Specific Minimum Requirements:

- High School diploma or equivalent

- At least six months of related experience

- Ability to meet deadlines and goals, strong communication skills, detail orientated, strong attention to detail

- Ability to work as part of a team with strong problem/situation analysis capabilities

- US Citizenship (no dual citizenship)

- Ability to obtain Public Trust clearance

- Previous DTMO TAC experience (preferably as Tier 2 Analyst)

Minimum Requirements

- High School diploma or equivalent with 6 months of customer service experience...