Essential Duties and Responsibilities:
- Provide ongoing training, support and real time quality monitoring of Consumer Services Specialists to improve performance.
- Maintain updated knowledge of the Contact Center performance requirements as well as corporate and project policies and procedures.
- Handle escalated calls, including complaints, from Consumer Services Specialists (CSS) and escalate to the Call Center Supervisor for resolution, as needed.
- Respond to all inquiries consistent with confidentiality and privacy policies and refer callers to alternate sources when appropriate.
- Answer inbound calls during times of high call volume or upon request of management.
- Anticipate issues proactively and escalate to management as appropriate.
- Track and document all inquiries using the applicable systems.
- Work closely with the Supervisor(s) in resolving difficult and complex consumer interactions and tasks.
- Review and provide feedback on Contact Center documentation and processes.

Minimum Requirements

- High school diploma, GED or equivalent required.

- 6+ years of relevant experience required.

- State of New Jersey residency is required 
- Internal staff required NJ SBE Project experience 
- 3 years of Call Center experience preferred 

EEO Statement Maximus is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information and other legally protected characteristics. Pay Transparency Maximus compensation is based on various factors including but not limited to job location, a candidate's education, training, experience, expected quality and quantity of work, required travel (if any), external market and internal value analysis including seniority and merit systems, as well as internal pay alignment. Annual salary is just one component of Maximus's total compensation package. Other rewards may include short- and long-term incentives as well as program-specific awards. Additionally, Maximus provides a variety of benefits to employees, including health insurance coverage, life and disability insurance, a retirement savings plan, paid holidays and paid time off. Compensation ranges may differ based on contract value but will be commensurate with job duties and relevant work experience. An applicant's salary history will not be used in determining compensation. Maximus will comply with regulatory minimum wage rates and exempt salary thresholds in all instances.