CSR II Operations (Temporary, Remote)

About the Role

This fully remote position is responsible for delivering general OPM healthcare enrollment information to callers and assisting Customer Service Representative I with their questions. The role focuses on enrolling callers into their healthcare plan of choice, providing healthcare plan information, referrals to other agencies, and offering general OPM healthcare background. When unsure how to respond to a caller, the Customer Service Representative II will consult a Customer Service Supervisor.

Duration of this position is approximately 6-8 weeks, from September to December. You will be required to complete the Federal clearance process, including fingerprinting, and work an 8-hour shift between 7:00 AM and 7:00 PM CST. Overtime will be required: one hour on Mondays during production and another day in December. Opportunities for volunteer overtime may also arise.

Responsibilities

• Provides customer service for basic and routine inquiries and problems via telephone, email, web chats, or written letters.
• Handles predominantly routine calls but may require deviation from standard scripts and procedures.
• Uses computerized systems for tracking, information gathering, and troubleshooting.
• Provides feedback on call trends, processes, procedures, and training.
• Refers customers to published materials, secondary sources, or more senior staff as needed.
• Responds to telephone, email, and chat inquiries professionally using training and work instruction documents.
• Accepts and assists all customers transferred from Customer Service Representative I.
• Provides the location of reference material when responding to Customer Service Representative I questions.
• Suggests process improvements to benefit GDIT and its customers (internal and external).
• Follows 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.

Requirements

• High School diploma or equivalent with 6 months of customer service experience.
• Minimum 60 days of experience as an OPM Customer Service Representative I (6 months preferred).
• Must speak and read English and Spanish clearly, professionally, and fluently.
• Must type a minimum of 20 WPM.
• Ability to work within established contractual turnaround times.
• Demonstrated excellent interpersonal and leadership skills, with the ability to organize simultaneous tasks.
• Proven ability to work as a team member.
• Experience answering OPM calls is required.
• Regular and predictable attendance is required.
• Must pass a government background check and be a U.S. Citizen.

Remote Position Requirements

• Internet speed of 25 Mbps or higher (50 Mbps for shared connectivity).
• Minimum 5 Mbps upload speed.
• Connectivity to the internet via Category 5 or 6 ethernet patch cable to the home internet router.
• Private work area and adequate power source.

Training Topics

• Call Handling (accepting transfers from Customer Service Representative I).
• Escalations to the Customer Service Supervisor.
• Submitting improvement suggestions to the Customer Service Supervisor.

Pay

$19.00 per hour.