Job Details

Customer Service Representative --- Maximus

Reports to: Director of Staffing Operations

Supervises: N/A

Summary Statement: The person in this position is responsible for receiving, processing and responding to inbound calls and emails originated by customers, vendors, corporate, and other entities, providing accurate information regarding processes and procedures.

Essential Job Functions

• Responsible for interacting with customers to provide information in response to inquiries about programs and services in contact center.
• Respond to customer inquiries received by telephone, email, interactive voice response (IVR), or the web-based portal regarding information on programs and services.
• Record customer interactions and transactions by documenting details of inquiries, complaints, comments, and action taken.
• Follow standard operating procedures to ensure consistency and accuracy.
• Address customer inquiries and resolve problems to ensure consistency and accuracy.
• Refer unresolved customer grievances to designated departments for further investigation.
• Communicate with the supervisor regarding any potential needs or concerns.

Marginal Job Functions

• Assist other personnel as time and knowledge permit.
• Participate in training and meetings as requested.
• Perform other duties as assigned.

Skills, Knowledge, and Abilities

• Must have excellent customer service skills and the desire and drive to serve as the customer's advocate.
• Must have excellent written and verbal communication skills.
• Must be able to work independently and adjust to changing priorities and demands associated with a changing environment.
• Must have proven analytical and problem-solving skills.
• Must be detail oriented and have the ability to work well under pressure.
• Must have the ability to listen to internal and external customers and communicate with all levels of the organization.
• Must be self-motivated and demonstrate positive interpersonal skills.

Education and Work Experience

• A high school diploma or equivalent is required.
• Two years' customer service experience is preferred.
• If applicable, must demonstrate proficiency in the use of assistive technology required (JAWS and/or Zoom Text).
• Bilingual in English and Spanish is a plus.
• Must reside within 70 miles of Athens, Texas.

ISO 5.3 Organizational Roles, Responsibilities and Authorities

IFB employees have the responsibility and authority to ensure to produce first-quality products that meet customer requirements.

EEO Statement

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire. IFB Solutions provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran status, and disability or genetics.