Customer Service Representative

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.

Please note, these are full-time, hybrid roles- you will begin training on site for the first week and then have the option to work from home. There may be times you will be asked to report to our location in San Antonio, TX due to business needs.

• 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,
• 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.

• Answer incoming customer inquiries received via telephone, Interactive Voice Response (IVR), web chat functions, or other approved contact channels in accordance with performance standards, policies, procedures, and confidentiality 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 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 and 0-6 months of relevant professional experience required, or equivalent combination of education and experience.
  
  Must be able to demonstrate logical problem-solving skills, capacity to multi-task, and proficiency to utilize the client approach to troubleshoot
  
  Proficient in managing repetitive and high-volume calls
  
  Consistently showcases a strong sense of urgency and performs well under pressure
  
  Strong organizational and work prioritization abilities
  
  Skilled in the use of Teams Fundamental computer proficiency in Windows and/or Mac Available to work any 8-hour shift Monday to Friday from 8:00 a.m. to 6:30 p.m. (Central Time) Training Requirements:
  • Must be able to work onsite first week of…