Maximus is currently seeking a Tier One Call Center Agent. Handles inbound and outbound customer contact including but not limited to voice, emails and online chat. Listens actively to determine customer needs and answers questions. Demonstrates courtesy, patience and professionalism while providing information to customers. Research knowledge articles to answer and respond to customer inquiries pertaining to provided products and services. Takes immediate action on service requests and provide first contact resolutions that are clear, meets the customer’s needs, and confirms the customer's understanding of the solution in accordance with DoD, USAF, and Program standards and guidelines. Identifies concerns and routes to the appropriate department to address escalated customer and service issues. Determines complexity of inquiry and if it should be escalated and routes inquiry in a timely manner. Creates a record of the type of contact in the government hosted ServiceNow ITSM tool for referral and historical purposes. This is an on-site position that requires a TS/SCI clearance.