Customer Service Representative II - Batavia, NY

Customer Service Representative II - Batavia, NY

Essential Duties and Responsibilities:

• Serve as a subject matter resource for customer inquiries received via telephone, interactive voice response (IVR), web based portals, or outreach activities regarding program information and services.
• Manage and support escalated enrollment cases and processes in accordance with established case resolution procedures.
• Respond to complex or sensitive customer concerns by applying program policies, procedures, and guidelines to determine appropriate actions or referrals.
• Accurately document customer interactions, case activity, outreach efforts, and actions taken in applicable systems.
• Navigate and utilize multiple systems, tools, and data sources to retrieve, review, compare, analyze, and verify customer or program information.
• Conduct outbound contacts to customers to obtain corrections, clarification, or required documentation to support case resolution or enrollment verification.
• Review and compare customer submitted documentation, including income or eligibility materials, against application data to verify accuracy and compliance.
• Apply program knowledge to educate customers on program offerings, eligibility requirements, enrollment options, and available services.
• Support customers throughout multiple phases of the application or service lifecycle, from enrollment through receipt of benefits or services.
• Identify issues, trends, or barriers impacting customer engagement or service delivery and report concerns to management or project staff as appropriate.
• Collaborate with internal teams, client escalation groups, and external partners to support effective resolution of customer issues and project objectives.
• Maintain confidentiality and security of customer, provider, and program information at all times.
• Meet or exceed established productivity, quality assurance, and performance standards.
• Attend required meetings and trainings and maintain up to date knowledge of programs, systems, policies, procedures, and compliance requirements.
• Perform other related duties as assigned by management.

Minimum Requirements:

• High school diploma or GED required and 6+ months of relevant professional experience required, or equivalent combination of education and experience.
• Candidates must have their own laptop/computer equipment with Windows 11 Operating System or MacOS 13 Ventura or higher.

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. 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. Minimum Salary $ 18.00 Maximum Salary $ 20.50