Bilingual Customer Service Representative

Maximus is hiring Bilingual Customer Service Representatives (Spanish & English) for the Health Texas program. This is a full‑time, hybrid role that begins with onsite training during the first week, after which you may work from home. Occasionally you may be asked to report to the Edinburg, TX office for business needs.

• Answer incoming customer inquiries via telephone, IVR, web chat, or other approved channels in accordance with performance standards, policies, procedures, and privacy requirements.
• Provide accurate information regarding programs and services to consumers, prospective enrollees, individuals acting on behalf of enrollees, health plans, and providers.
• Track, document, and record all customer interactions, inquiries, complaints, comments, actions taken, and transactions in the applicable systems.
• Complete associated tasks and transactions according to established guidelines to ensure accuracy and completeness.
• Navigate multiple computer systems while interacting with customers and perform data entry accurately.
• Facilitate fulfillment of customer requests for materials via mail, email, or electronic delivery as appropriate.
• Transfer or refer customers to appropriate internal or external entities in accordance with established guidelines.
• Address customer inquiries and resolve routine issues to ensure appropriate actions or updates are completed.
• Escalate unresolved, complex, or sensitive issues or grievances to designated staff or departments for further investigation or resolution as needed.
• Facilitate translation or interpretation services for non‑English speaking customers according to procedures.
• Communicate with supervisors regarding potential needs, concerns, or issues impacting service delivery.
• Meet Quality Assurance (QA), productivity, and other key performance metrics.
• Attend required meetings and trainings and maintain up‑to‑date knowledge of all programs, systems, policies, and procedures.
• Perform other related duties as assigned by management.

• High school diploma or GED required; 0–6 months of relevant professional experience or an equivalent combination of education and experience.
• Fluent in both English and the specified secondary language.
• Logical problem‑solving skills, capacity to multi‑task, and strong troubleshooting ability.
• Proficiency in managing repetitive and high‑volume calls.
• Proficient typing skills.
• Strong sense of urgency, composure under pressure, and excellent organizational and prioritization abilities.
• Skilled in Microsoft Teams.
• Fundamental computer proficiency in Windows and/or Mac.
• Availability to work any 8‑hour shift Monday to Friday, 8:00 a.m.–6:30 p.m. (Central Time).
• Bilingual candidates must pass a bilingual assessment.

• Must be able to work onsite the first week of training.
• Must complete classroom and on‑the‑job training with no missed time.

• Workspace must be quiet, free of distractions, and free of background noise.
• Workspace must accommodate two monitors, laptop, keyboard, mouse, and docking station; equipment will be provided by Maximus.
• Web camera required for all Maximus and agency staff during training, meetings, or as requested by management, with adequate lighting and visibility.
• Internet must be a traditional, wired high‑speed connection such as cable or fiber.
• Modem firewalls must be disabled to ensure proper VPN and product access.
• Internet service must meet a minimum of 20 Mbps download and 5 Mbps upload.
• Connection must use an Ethernet cable directly from the modem or router to computer.
• Wi‑Fi connections through cellular networks, mobile hotspots, fixed wireless, or satellite are not permitted.
• Backup on‑site availability may be required if guidelines are not met or performance is unacceptable.
• Must work and reside within Texas.
• Must live within 70 miles of the Edinburg, TX site.

• Competitive compensation.
• Comprehensive insurance coverage, including medical, dental, vision, prescription, partially funded HSA, life insurance, and discounts on auto, home, renter’s, and pet insurance.
• 401(k) retirement savings plan with company matching.
• Paid time off…