CSR II, Operations

This is a fully remote position, open to applicants in United States.

📋 Description

• Provide general OPM healthcare enrollment information to callers.

• Offer customer support for routine inquiries and issues through telephone, email, web chat, or written correspondence.

• Depart from standard screens, scripts, and procedures when necessary.

• Utilize computerized systems for tracking, information collection, and troubleshooting.

• Deliver knowledgeable responses based on training and work instruction documents.

• Accept and assist customers referred from Customer Service Representative I.

• Guide CSR I representatives to reference-material locations.

• Enroll callers in their preferred healthcare plan and provide related information.

• Direct callers to other agencies and supply enrollment guidelines and general OPM healthcare information.

• Escalate inquiries to the Customer Service Supervisor when uncertain about responses.

• Contribute feedback and insights on call trends, processes, procedures, and training.

• Recommend process enhancements to the Customer Service Supervisor.

• Adhere to documented policies, standard operating procedures, timesheet requirements, and privacy regulations.

• Be available to work on scheduled holidays as required.

⛳️ Requirements

• High School diploma or equivalent qualification.

• A minimum of 6 months of customer service experience.

• At least 60 days of experience as an OPM Customer Service Representative I is mandatory.

• Six months of relevant experience is preferred.

• Proficiency in speaking and reading English and Spanish clearly, professionally, and fluently.

• Capability to type a minimum of 20 words per minute.

• Ability to work within established contractual turnaround times.

• Strong interpersonal and leadership skills.

• Skill in organizing multiple tasks simultaneously.

• Demonstrated ability to function effectively as a team member.

• Experience handling OPM calls is required.

• Consistent and predictable attendance is required.

• Must pass a government background check.

• U.S. Citizenship is required.

• Completion of the Federal clearance process and necessary paperwork is mandatory.

• Required to obtain fingerprints.

• Internet speed of at least 25 Mbps, or 50 Mbps for shared internet connectivity.

• Minimum upload speed of 5 Mbps.

• Internet connection must be via Category 5 or 6 ethernet patch cable to the home router.

• A private work area with adequate power supply is necessary.

• Availability for an 8-hour shift between 7 a.m. and 7 p.m. CST.

• Availability from September to December for an approximate duration of 6–8 weeks in the position.

🏝️ Benefits

• Equipment will be provided.

• Opportunities may be available for volunteer overtime.

• Overtime will be required: 1 hour on Mondays during production and on another day in December.