Customer Service Specialist

About the Role

Maximus is hiring a Customer Service Specialist to support 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 for this position.

• This is a Full-time, regular employment opportunity with Hybrid and Fully Remote working arrangements.
• Requires residency in the State of Texas and within a 70-mile radius of the Dallas/Fort Worth Metro/Arlington area.

Schedule Details

• Call center operating hours: 8:00 AM - 6:30 PM CST, Monday - Friday.
• 8-hour shifts are scheduled within operating hours.

Key Responsibilities

• Answer incoming customer inquiries via telephone, IVR, web chat, and other approved contact 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 accurately and completely according to established guidelines.
• 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 per established guidelines.
• Address customer inquiries and resolve routine issues.
• Escalate unresolved, complex, or sensitive issues or grievances to designated staff for further investigation or resolution.
• 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, maintaining up-to-date knowledge of all programs, systems, policies, and procedures.
• Perform other related duties as assigned.

Requirements & Tech Stack

• Availability to work shifts between 8:00 AM and 6:30 PM CST.
• Ability to type efficiently.
• High sense of urgency and ability to perform under pressure.
• Excellent Attendance (no time off during training).
• Organization and work prioritization skills.
• Basic computer proficiency.
• Ability to handle 100+ calls per day.
• Ability to handle multiple repetitive calls.

Day 1 Requirements

• Must be able to work onsite on Day 1 for equipment training.
• Must be able to complete classroom and on-the-job training with no time missed.
• Must be willing and able to work with a webcam on during training and other meetings.

Home Office Requirements

• A quiet, professional workspace free from distractions and background noise.
• Workspace large enough for 2 large monitors, laptop, keyboard, mouse, and docking station.
• Reliable, high-speed internet service:
• Must be a traditional, wired connection (e.g., cable or fiber).
• Cellular network connections (mobile hotspot, fixed wireless) and satellite are incompatible.
• Minimum speed: 20Mbps download & 5Mbps upload.

Qualifications

• High school diploma or GED required.
• 0-6 months of relevant professional experience required, or equivalent combination of education and experience.