Senior Customer Service Representative - Tier 2 Client Support

**Overview:**

The Maximus Oklahoma Sooner Care Project is seeking a highly skilled Senior Customer Service Representative - Tier 2 Client Support to join our team. As a Senior CSR, you will be responsible for providing exceptional customer service, resolving complex issues, and supporting our clients with a high level of professionalism. **Responsibilities:**

• Respond effectively to all forms of inbound and outbound contacts, provide responses to questions, and refer callers to the appropriate supervisor, county, or state agency representatives for service and/or when problems or concerns occur. * Investigate and resolve complex and escalated issues resulting from multiple channels. * Complete research of beneficiary contact history and report findings to management. * Process enrollment/dis-enrollment and other transactions as requested in accordance with production and quality goals and standards set for the position. * Maintain updated knowledge of the program including its policies and procedures as referenced in the employee manual and other policies adopted by corporate, the project, and/or client. * Maintain knowledge of contract compliance provisions. * Participate in special projects, as assigned. * Provide backup to the Central Operations production staff to include contact center, forms processing, research, and mail room functions. * Identify issues and/or problems affecting the Central Operations teams and promptly report to management. * Provide performance feedback to management team regarding team members. * Recommend procedural or process changes to improve accuracy and/or efficiency. * Review knowledge base content for accuracy and make recommendations for improvements. * Participate in the development and delivery of training, as necessary. **Qualifications:**
• High school diploma or GED required and 1+ years of relevant professional experience required, or equivalent combination of education and experience. * Must be able to pass all pre-employment screenings, including a background check. * Must have a HS Diploma or GED/equivalent. * Must live in Oklahoma City area (No more than 1 hour away or no more than 40 miles away from the site). * Customer service experience preferred. * Call Center service experience preferred. * 3 years or greater working for Maximus as a Tier 2 CSR, supporting the Oklahoma SoonerCare Project is required. * Must be willing to work a full-time shift. * Must be available to work onsite as needed. **Benefits:**

Maximus provides a comprehensive benefits package, including:

• Health insurance coverage
• Life and disability insurance
• Retirement savings plan
• Paid holidays and paid time off
• Competitive salary and bonuses
• Opportunities for professional growth and development

Note that I removed the EEO statement, Pay Transparency, Home Office Requirements, and Accommodations sections as they are not directly related to the job title and job description. If you'd like me to include them, please let me know