International Customer Service Rep (Bilingual Spanish - Remote) - Veterans Evaluation Services

Description & Requirements

Maximus is currently hiring for an International Customer Service Representative to join our Veterans Evaluation Services (VES) team. This is a remote opportunity. The position is responsible for making outbound calls and emails to military veterans and service members, communicating with veterans and service members in a clear and empathetic manner, addressing their questions or concerns and keeping them informed about the schedule status of their cases.

- Due to contract requirements, only US Citizens or Green Card holders can be considered for this opportunity.

- This position works a set schedule of Monday-Friday 4PM - 12:30AM Central Time or Sunday - Thursday 4PM-12:30AM Central Time. (must be fully available for either shift)

Essential Duties and Responsibilities:

- Make outbound calls and emails to military veterans and service members. Communicate with veterans and service members in a clear and empathetic manner, addressing their questions or concerns and keeping them informed about the schedule status of their cases.

- Make reminder outbound calls and/or send reminder emails to veterans and service members for upcoming diagnostic appointments.

- Investigate and analyze cases to understand their concerns and find appropriate solutions or resolutions.

- Submit VBMS requests to Supervisor for additional contact information, if unable to make contact after multiple calls.

- Communicate with various department regions via email and phone regarding veteran/service members’ recent diagnostic testing, scheduling, and travel availability.

- Update OMS (Office Management System) with information such as change of address, phone numbers, emails, and obtain permission from the veteran/service member to speak with others about his/her case.

- Monitor and work from international queues for “Pending Initial DOC” (Day One Call) and “Pending Intl CAPS” (Claimant Appointment Packets) in OMS.

- Send CAPS via e-mail, FedEx, or USPS express mail.

- Document and maintain detailed notes of communication and CAPS information in OMS.

Please note upon hire, Veteran Evaluation Services (VES), a Maximus Co. will provide all necessary computer equipment that is to be utilized to fulfil the duties of your role. New hires will not be exempt from using company provide d equipment.

Home Office Requirements Using Maximus-Provided Equipment:

- Internet speed of 20mbps or higher required (you can test this by going to )
- Connectivity to the internet via either Wi-Fi or Category 5 or 6 ethernet patch cable to the home router
- Private work area and adequate power source
- Must currently and permanently reside in the Continental US

In accordance with SCA contract requirements, remote work must be conducted from the location specified at the time of hire. Travel is not permitted , and you are required to remain at your designated home location for all work activities.

Minimum Requirements

- High School Diploma or equivalent.

- 2-4 years of related experience.

- Fluency in English and Spanish is required

- Proficiency in Microsoft Office Suite is preferred

- Must be able to work a set schedule of either Monday-Friday 4PM-12:30AM Central Time or Sunday-Thursday 4PM-12:30AM Central Time.

EEO Statement

Maximus is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information and other legally protected characteristics.

Pay Transparency

For positions on this contract, Maximus will pay the prevailing wage rate for the location in which the employee is working, as determined by the Department of Labor. That wage rate will vary depending on locality. An applicant's salary history will not be used in determining compensation.

Accommodations
Maximus provides reasonable accommodations to individuals requiring assistance during any phase of the employment process due to a disability, medical condition, or physical or mental impairment. If you require assistance at any stage of the employment process-including accessing job postings, completing assessments, or participating in interviews,-please contact People Operations at View email address on click.appcast.io .