Customer Service Representative

About the position

Maximus is currently hiring Customer Service Representatives to join our team! This position is responsible for supporting our Health Texas project by providing customer care and benefit enrollment services via telephone, IVR and web based portals. To prepare for this role, Maximus provides paid, comprehensive training that equips our CSRs with the highest levels of knowledge and professionalism. This position is tentatively scheduled to start on April 1st with training beginning on April 8th. Please note, these are Full-time, Hybrid/Remote roles: You will begin onsite for your first day, then you will be able to continue remotely from home. You will also be able to work remotely after completing training.

Responsibilities

• Answer incoming calls from consumers including the general public, prospective enrollees and people assisting enrollees or acting on their behalf in accordance with all performance standards, policy and procedures, and protocols including but not limited to the confidentiality and privacy policies.
• Track and document all inquiries using the applicable systems.
• Complete associated tasks according to the established guidelines.
• Meet Quality Assurance (QA) and other key performance metrics.
• Facilitate the fulfillment of caller requests for materials via mail, email, or download.
• Transfer/refer consumers to appropriate entities according to the established guidelines.
• Escalate calls or issues to the appropriate designated staff for resolution as needed.
• Facilitate translation services for non-English speaking callers according to procedures.
• Attend meetings and trainings as requested and maintain up-to-date knowledge of all programs and systems.

Requirements

• High school diploma or GED required and 0-6 months of relevant professional experience required, or equivalent combination of education and experience.
• Availability to work shifts between 8:00am and 6:30pm CST (7am and 5:30pm MST)
• Internet Access: Minimum of 20Mbps download & 5Mbps upload
• Ability to type efficiently
• Continuously demonstrate a high sense of urgency and perform under pressure
• Excellent Attendance (no time off during training)
• Organization and work prioritization skills
• Proficient in utilization of Teams
• Basic computer aptitude in Windows and/or Mac
• Ability to handle 100+ calls a day, handle multiple repetitive calls

Benefits

• Work/Life Balance Support - Flexibility tailored to your needs!
• Competitive Compensation - Quarterly bonuses based on performance included!
• Comprehensive Insurance Coverage - Choose from various plans, including Medical, Dental, Vision, Prescription, and partially funded HSA. Additionally, enjoy Life insurance benefits and discounts on Auto, Home, Renter's, and Pet insurance.
• Future Planning - Prepare for retirement with our 401K Retirement Savings plan and Company Matching.
• Paid Time Off Package - Enjoy PTO, Holidays, and sick leave, along with Short- and Long-Term Disability coverage.
• Holistic Wellness Support - Access resources for physical, emotional, and financial wellness through our Employee Assistance Program (EAP).
• Recognition Platform - Acknowledge and appreciate outstanding employee contributions.
• Tuition Reimbursement - Invest in your ongoing education and development.
• Employee Perks and Discounts - Additional benefits and discounts exclusively for employees.
• Maximus Wellness Program and Resources - Access a range of wellness programs and resources tailored to your needs.
• Professional Development Opportunities- Participate in training programs, workshops, and conferences.