Customer Service Representative

Maximus is seeking a Customer Service Representative to support large-scale government programs in the professional, scientific, and technical services sector. In this role, you will handle inbound calls, emails, and chats from citizens and program participants, providing timely, accurate information on eligibility, application status, and program guidelines. You'll document all interactions, follow strict compliance and privacy standards, and escalate complex issues when needed.

Working in a mission-driven, collaborative environment, you'll help improve citizen experiences and support the success of critical public-sector initiatives while gaining exposure to digital modernization and public-service operations.

Responsibilities

• Respond to inbound calls, emails, and chats from program participants and stakeholders
• Provide accurate information on government program eligibility, status, and processes
• Document all interactions in CRM systems with clear, complete notes
• Follow standardized scripts, policies, and compliance requirements
• Escalate complex or sensitive issues to senior staff or supervisors
• Meet or exceed performance metrics for quality, accuracy, and productivity
• Protect confidential customer and government data in line with regulations
• Collaborate with team members and supervisors to resolve recurring issues
• Participate in training and coaching to maintain up-to-date program knowledge
• Contribute feedback to improve processes, citizen experience, and service quality

Required Skills

• Customer service
• Call center operations
• CRM software
• Data entry
• Written communication
• Verbal communication
• Government program knowledge
• Compliance and confidentiality
• Problem solving
• Time management