Customer Service Specialist

About the Role

Maximus is hiring a Customer Service Specialist for the Health Texas project. This role involves providing customer care and benefit enrollment services. Maximus provides paid, comprehensive training for this position. Upon completion of training, there is a $1/hour pay increase. This is a full-time, hybrid role that begins with one week of on-site training, with the option to work from home thereafter. Occasional on-site reporting to the San Antonio, TX location may be required due to business needs.

Key Responsibilities

• Answer incoming customer inquiries via telephone, IVR, web chat, and other approved channels, adhering to performance standards, policies, procedures, and confidentiality/privacy requirements.
• Provide accurate information about 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 accurately and completely according to established guidelines.
• Navigate multiple computer systems, interact with customers, and perform accurate data entry.
• Facilitate the fulfillment of customer requests for materials via mail, email, or electronic delivery.
• Transfer or refer customers to appropriate internal or external entities as per 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.
• 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 programs, systems, policies, and procedures.
• Perform other related duties as assigned.

Requirements & Tech Stack

• High school diploma or GED required.
• 0-6 months of relevant professional experience, or equivalent combination of education and experience.
• Ability to demonstrate logical problem-solving skills.
• Capacity to multi-task.
• Proficiency in troubleshooting using a client approach.
• Proficiency 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 Teams.
• Fundamental computer proficiency in Windows and/or Mac.
• Availability to work any 8-hour shift Monday to Friday from 8:00 a.m. to 6:30 p.m. (Central Time).
• Must work and reside within Texas.
• Must live within 70 miles of the office site in San Antonio, Texas.

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).
• A web camera is required for training, meetings, or as requested by management.
• Internet must be a traditional, wired high-speed connection (e.g., cable or fiber).
• Modem firewalls must be disabled for proper VPN and product access.
• High-speed internet service is required with minimums of 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.
• Failure to meet work-from-home guidelines or unacceptable performance may require working on-site.