CSR II Operations (On-Site Lawrence KS)

We need to output HTML fragment with sections: headings

for sections like About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. We must include only sections that have real specific content. We need to parse the posting. First, we need to remove boilerplate: cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate, duplicated lines, application instructions. Also remove EEO statement, Pay Transparency, Accommodations, etc. Also remove duplicated lines. We need to preserve all substantive information. Let's extract substantive content: - Job title: OPM Customer Service Representative II (but we don't repeat as heading). - Description: "The OPM Customer Service Representative II is responsible for delivering general OPM healthcare enrollment information to callers. The Customer Service Representatives use basic office equipment and technology such as soft telephones, email, chat and web browsers to perform their duties. The processes that the Customer Service Representatives must follow are well defined and documented in training and work instructions. The Customer Service Representative II reports directly to the Customer Service Supervisor. This is a level responsible for disseminating general OPM Healthcare enrollment information and assisting CSR I with their questions and providing the location of reference material. Enrolling callers into their healthcare plan of their choice, providing the location of healthcare plan information, referral to other agencies, enrollment guidelines and a general OPM health care background will be the focus with callers. The Customer Service Representative II when unsure how to respond to the caller will consult a Customer Service Supervisor. This is a Seasonal On-Site position at the Maximus Lawrence, KS location. *Duration of this position is approximately 6-8 weeks must be available to work from September to December* You will be required to work an 8 hour shift between the hours of 7am-7pm CST. Overtime will be required- you will work 1 hour of Overtime (OT) on Mondays during production and another day in December Opportunities may arise for volunteer OT" - Essential Duties and Responsibilities: list bullet points. - The OPM Customer Service Representative III training session will also consist of more detailed training and focus on the below topics: (list). This seems like extra info but maybe part of responsibilities? It mentions training topics: Call Handling (accepting transfers from CSR I), Escalations to the Customer Service Supervisor, Submitting improvement suggestions to the Customer Service Supervisor, Follow established and documented policies and standard operating procedures, such as, filling out timesheets and adhering to privacy rules, May be required to work scheduled holidays. Overtime may be required. - Minimum Requirements: list. - Minimum Salary $19.00 Maximum Salary $19.00 (so pay is $19/hour fixed). So we have Pay section. - Schedule: we have shift details: 8 hour shift between 7am-7pm CST, overtime required 1 hour OT on Mondays during production and another day in December, volunteer OT possible. Also duration: approx 6-8 weeks, must be available Sep-Dec. So schedule info includes shift hours, overtime, duration. - Benefits: Not mentioned explicitly. No benefits listed. So we should not create Benefits section. - Skills: maybe language skills (English and Spanish fluently), typing 20 WPM, interpersonal and leadership skills, ability to organize tasks, teamwork, etc. Could be under Requirements or Qualifications. We'll decide. We need sections: About the role (maybe a brief summary), Responsibilities, Requirements, Qualifications, Skills, Pay, Schedule. We must not repeat job title as heading. Use

for each section heading. We need to use

• for any list of duties/requirements/benefits. Use

  for prose. We must not include filler like "commensurate with experience". Not present. We must not include Job ID/requisition numbers. We need to preserve all substantive info. Let's extract details: About the role: Could be the first paragraph describing role. We'll put that as

  . Responsibilities: The Essential Duties and Responsibilities bullet list plus maybe the training topics? The training topics could be part of responsibilities or qualifications. We'll treat them as responsibilities (duties). Also the earlier description about delivering info, etc. Could be part of responsibilities. We'll create a

  list of responsibilities: - Provides customer service for basic and routine inquiries and problems via multiple possible channels (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. - Provide knowledgeable responses to telephone, email and chat inquiries in a courteous and professional manner; utilizing training and work instruction documents. - Accept and assist all customers transferred from Customer Service Representative I. - Provide the location of reference material when responding to a Customer Service Representative I question. - Continually look for and suggest process improvements, which will benefit OPM and our customers (internal and external). - Make process improvement suggestions to the Customer Service Supervisor. - Call Handling (accepting transfers from Customer Service Representative I). - Escalations to the Customer Service Supervisor. - Submitting improvement suggestions to the Customer Service Supervisor. - Follow established and documented policies and standard operating procedures, such as filling out timesheets and adhering to privacy rules. - May be required to work scheduled holidays. - Overtime may be required. We might combine some duplicates. Requirements: Minimum Requirements list: - High School diploma or equivalent with 6 months of customer service experience. - May have additional training or education in area of specialization. - High School diploma or equivalent required (duplicate) - Minimum 60 days experience as a OPM Customer Service Representative I required. - Six (6) months experience preferred. - Must be able to speak and read English and Spanish clearly, professionally and fluently. - Must be able to type a minimum of 20 WPM. - Ability to effectively work within established contractual turnaround times required. - Must have demonstrated excellent interpersonal and leadership skills and the ability to organize simultaneous tasks. - Proven ability to work as a member of a team. - Experience answering OPM calls is required. - Regular and predictable attendance is required. - Must be able to pass a government background check. - Must be a U.S. Citizen. We need to deduplicate: High School diploma appears twice; we can keep one. Qualifications: Might be similar to Requirements; but we can separate: Qualifications could be the preferred qualifications (six months experience preferred, additional training/education). But we can also combine. The instruction: Prefer a few substantive sections over many thin ones. So maybe we combine Requirements and Qualifications into one section? But they ask to use headings for sections like Requirements, Qualifications, Skills. We need to decide which sections have real specific content. We have Requirements (minimum). Qualifications (preferred). Skills (language, typing, interpersonal, leadership, teamwork). We could split. But we must not create thin sections with little content. Let's see if we have enough for each. Requirements: we have several items (education, experience, citizenship, background check, attendance, OPM call experience). That's substantive. Qualifications: we have "Six (6) months experience preferred", "May have additional training or education in area of specialization". That's thin but maybe still qualifies. Could combine with Requirements. Skills: language fluency, typing 20 WPM, interpersonal and leadership skills, ability to organize tasks, teamwork. That's also substantive. Thus we can have three sections: Requirements, Qualifications, Skills. Pay: we have Minimum Salary $19.00 Maximum Salary $19.00 => fixed $19/hour. So we can put Pay section with

  $19.00 per hour

  . Schedule: we have shift hours, overtime details, duration. So Schedule section with
  maybe. Let's extract schedule specifics: - Seasonal On-Site position at Maximus Lawrence, KS location. - Duration approx 6-8 weeks, must be available to work from September to December. - Required to work an 8 hour shift between the hours of 7am-7pm CST. - Overtime required: 1 hour of Overtime (OT) on Mondays during production and another day in December. - Opportunities may arise for volunteer OT. - May be required to work scheduled holidays. - Overtime may be required (mentioned again). We'll put schedule items. Now we need to output HTML fragment only, no /, no markdown. We'll structure:

  About the role

  ... (prose)

  Responsibilities

  • ...
  ...

  Requirements

  • ...
  ...

  Qualifications

  • ...
  ...

  Skills

  • ...
  ...

  Pay

  $19.00 per hour

  Schedule

  • ...
  ...
  We must ensure we don't include boilerplate like EEO, Pay Transparency, Accommodations, etc. Check for duplicated lines: we need to avoid repeating same bullet. Let's craft each section. About the role prose: combine first paragraph(s) describing role. Original: "The OPM Customer Service Representative II is responsible for delivering general OPM healthcare enrollment information to callers. The Customer Service Representatives use basic office equipment and technology such as soft telephones, email, chat and web browsers to perform their duties. The processes that the Customer Service Representatives must follow are well defined and documented in training and work instructions. The Customer Service Representative II reports directly to the Customer Service Supervisor. This is a level responsible for disseminating general OPM Healthcare enrollment information and assisting CSR I with their questions and providing the location of reference material. Enrolling callers into their healthcare plan of their choice, providing the location of healthcare plan information, referral to other agencies, enrollment guidelines and a general OPM health care background will be the focus with callers. The Customer Service Representative II when unsure how to respond to the caller will consult a Customer Service Supervisor. This is a Seasonal On-Site position at the Maximus Lawrence, KS location. *Duration of this position is approximately 6-8 weeks must be available to work from September to December* You will be required to work an 8 hour shift between the hours of 7am-7pm CST. Overtime will be required- you will work 1 hour of Overtime (OT) on Mondays during production and another day in December Opportunities may arise for volunteer OT" We might split schedule info out; but About the role can include general description excluding schedule specifics. We'll keep schedule details in Schedule section. Thus About the role prose: maybe first few sentences up to "consult a Customer Service Supervisor." Then we can mention it's a Seasonal On-Site position at Maximus Lawrence, KS location. But schedule details we can still mention it's seasonal but not the duration/shift specifics. We'll keep it simple. Let's craft: "The OPM Customer Service Representative II delivers general OPM healthcare enrollment information to callers using basic office equipment and technology (soft telephones, email, chat, web browsers). The role follows well‑defined processes documented in training and work instructions and reports directly to the Customer Service Supervisor. Responsibilities include disseminating OPM healthcare enrollment information, assisting CSR I representatives, providing reference material locations, enrolling callers into their chosen healthcare plan, supplying plan information, making referrals to other agencies, explaining enrollment guidelines, and offering a general OPM health care background. When uncertain, the representative consults a Customer Service Supervisor. This is a seasonal on‑site position at the Maximus