Tier 2 Specialist (CSR Operations)

General information

Job Posting Title Tier 2 Specialist (CSR Operations) Date Thursday, November 13, 2025 City Remote Country United States Working time Full-time

Description & Requirements

Maximus Federal is proactively seeking top talent in anticipation of a potential upcoming contract with the Defense Travel Management Office (DTMO) Travel Assistance Center (TAC). This is a full-time fully remote position.Why Join Maximus?Becoming part of Maximus means joining a team that offers: - Comprehensive benefits, including medical/dental/vision, paid time off, and more - Opportunities for career advancement and professional development - A collaborative, respectful work environment with supportive leadership and mentorship As a Tier 2 Analyst, you will provide advanced customer service support for the Defense Travel Management Office, handling escalated inquiries and serving as a subject matter expert for travel-related systems and policies. This position offers pay and benefits in accordance with the Service Contract Act (SCA) regulations.

Essential Duties and Responsibilities:

- 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.

Job-Specific Essential Duties and Responsibilities - Provide customer service for basic and escalated inquiries and problems via multiple channels (telephone, emails, web chats) - Receive and resolve escalations from Tier 1 support staff - Support updates to Standard Operating Procedures (SOPs) - Provide feedback when needed, including input on call trends, processes, procedures, and training - Use computerized systems for tracking, information gathering, and troubleshooting - Handle high volume inbound calls, chats, and emails - Provide subject matter expertise regarding the DoD Government Travel Charge Card Program (GTCC), the Defense Travel System (DTS), and Travel Policy - Ensure escalations are in compliance with travel regulations - Receive, analyze, comprehend and respond to information inquiries and requests through various communication channels - Other duties as assigned Job-Specific Minimum Requirements:- High School diploma or equivalent- At least six months of related experience- Ability to meet deadlines and goals, strong communication skills, detail orientated, strong attention to detail- Ability to work as part of a team with strong problem/situation analysis capabilities- US Citizenship (no dual citizenship)- Ability to obtain Public Trust clearance- Previous DTMO TAC experience (preferably as Tier 2 Analyst) Minimum Requirements

- High School diploma or equivalent with 6 months of customer service experience.

- May have additional training or education in area of specialization.

Preferred Skills & Experience- Active Public Trust clearance #techjobs #VeteransPage