Bilingual Customer Service Representative

About the Role

Maximus is hiring Bilingual Customer Service Representatives (Spanish & English Calls) for the Health Texas project. This role involves providing customer care and benefit enrollment services via telephone, IVR, and web-based portals. Maximus offers paid, comprehensive training. This is a full-time, hybrid role, with initial training on-site, followed by the option to work from home. Occasional on-site reporting to Edinburg, TX may be required due to business needs.

Key Responsibilities

• Answer incoming customer inquiries via telephone, IVR, web chat, or other approved channels, adhering to performance standards, policies, procedures, and confidentiality 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 for accuracy.
• Navigate multiple computer systems and perform data entry accurately while interacting with customers.
• Facilitate fulfillment of customer requests for materials via mail, email, or electronic delivery.
• Transfer or refer customers to appropriate internal or external entities.
• Address customer inquiries and resolve routine issues.
• Escalate unresolved, complex, or sensitive issues or grievances to designated staff or departments.
• Facilitate translation or interpretation services for non-English speaking customers.
• Communicate with supervisors regarding potential needs, concerns, or issues impacting service delivery.
• Meet Quality Assurance (QA) and productivity metrics.
• Attend required meetings and trainings, maintaining up-to-date knowledge of all programs, systems, policies, and procedures.
• Perform other related duties as assigned.

Requirements & Tech Stack

• High School Diploma or GED.
• Minimum of 0-6 months of relevant professional experience, or equivalent combination of education and experience.
• Fluent in English and Spanish.
• Logical problem-solving skills.
• Capacity to multi-task.
• Proficiency to troubleshoot using the client approach.
• Proficient in managing repetitive and high-volume calls.
• Proficient typing skills.
• Strong sense of urgency and ability to perform well under pressure.
• Strong organizational and work prioritization abilities.
• Skilled in the use of Microsoft 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).
• Must pass a bilingual assessment.

Training Requirements

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

Remote Work Environment Guidelines

• Workspace must be quiet, free of distractions, and have no background noise.
• Workspace must accommodate 2 monitors, laptop, keyboard, mouse, and docking station (Maximus will provide equipment).
• Web camera is required for training, meetings, or as requested by management.
• Wired high-speed internet connection (cable or fiber) is required.
• Must be able to disable modem firewalls for proper VPN and product access.
• Minimum internet speed: 20 Mbps download & 5 Mbps upload.
• Required to connect the ethernet cable directly from the modem or router to the computer.
• Wi-Fi connections through cellular networks, mobile hotspots, fixed wireless, or satellite are not permitted.
• Work-from-home staff may be required to work on-site if work-from-home guidelines are not met or performance is not acceptable.
• Must work and reside within Texas.
• Must live within 70 miles of Edinburg, TX.