Customer Service Representative - Client Support

Customer Service RepresentativeYoutube Video Maximus is currently hiring Customer Service Representatives to join our team! In this role, you'll support our Health Texas project by providing customer care and benefit-enrollment services via telephone, IVR, and web-based portals. To ensure your success, Maximus offers paid, comprehensive training that equips our CSRs with the highest levels of knowledge and professionalism. Please note: This is a full-time, hybrid position. Our call center is open from 8AM - 6:30PM CST, Monday - Friday 8-hour shifts are scheduled within the hours of operation. You will begin on-site for the first week of training, after which you will have the option to work from home. At times, you may be asked to report to our Athens, TX location based on business needs. We are filling classes for the following start dates: December 7, 2026.Why Join Maximus?Competitive CompensationComprehensive Insurance CoverageFuture PlanningPaid Time Off PackageHolistic Wellness SupportRecognition PlatformTuition ReimbursementEmployee Perks and DiscountsMaximus Wellness Program and ResourcesProfessional Development OpportunitiesEssential Duties and Responsibilities: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.Job Requirements:High School Diploma or GED with 0-1 years' experienceAble to demonstrate logical problem-solving skills, capacity to multi-task, and proficiency to utilize the client approach to troubleshootProficient in managing repetitive and high-volume callsProficient typing skillsConsistently showcases a strong sense of urgency and performs well under pressureStrong organizational and work prioritization abilitiesSkilled in the use of TeamsFundamental computer proficiency in Windows and/or MacAvailable 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 trainingMust be able to complete classroom and on-the-job training with no time missedRequired Guidelines for Remote Work Environment:Workspace must be quiet, free of distractions, and no background noiseWorkspace must be able to hold 2 monitors, laptop, keyboard, mouse, and docking station: Maximus will provide equipmentWeb camera is required for all Maximus staff during training, meetings, or as requested by management with expectation of participation, adequate lighting and visibilityInternet must be a traditional, wired high-speed connection such as cable or fiberMust be able disable modem firewalls to ensure proper VPN and product accessHigh-speed internet service is required, with minimum of 20 Mbps download & 5 Mbps uploadRequired to connect the ethernet cable directly from the modem or router to computerWi-Fi connections through cellular networks, mobile hotspots, fixed wireless, or satellite are not permittedWork-from-home staff may be required to work on-site for those who fail to meet the work-from-home guidelines and/or whose performance is not at an acceptable levelMust work and reside within TexasMust live within 70 miles of site: Athens, Texas