Remote Customer Service Representative

Job Title: Senior CSR - Client Support Start date: Training will start on November 30th(Day zero on 24th and 25th) Pay Rate: $16.67/hr Work Location: Remote / Candidates must be located in Virginia, US Anticipated Duration: Seasonal contract with possible extension based on performance Important Reminder: This training period falls during the holiday season. It is imperative that all agents are aware of the training schedule and are fully committed to attending and completing training without interruption. Project Overview MAXIMUS Cover VA Contact Center provides health care services through established networks of organized systems of care, which emphasize customer service and eligibility determination. The MAXIMUS Enrollment Center provides information for Virginia Medicaid and CHIP clients about managed care plans allowing them to make informed choices about their Medicaid benefits. Essential Duties and Responsibilities Respond effectively to inbound and outbound customer, provider, or stakeholder contacts via telephone, Interactive Voice Response (IVR), written correspondence, or system workflows. Provide accurate, unbiased information regarding eligibility, enrollment, services, and program requirements across multiple contract programs. Investigate, analyze, and resolve complex or escalated issues originating from multiple service channels, including contact center, operations, research, and interface processes. Research beneficiary or case history, interpret data from multiple systems, and report findings or recommendations to management as needed. Process enrollment, disenrollment, and other program transactions in accordance with established production, quality, and compliance standards. Equipment Requirements (BYOD) Operating System: Windows 11 Home/Pro (version 24H2) or macOS 13 or higher. Windows 10 is not supported. Processor: Intel Core i5 or equivalent. RAM: Minimum 8 GB. Hard Drive Storage: Minimum 256 GB. Internet: 50 Mbps download, 20 Mbps upload, and latency under 100 ms. Headset: USB wired headset with a microphone and noise suppression is recommended. Bluetooth is allowed if a wired headset is unavailable. Device Restrictions: iPads, Chromebooks, and other mobile devices are not supported. Training Schedule and Duration 100% attendance is expected. No time off - attendance during training is mandatory. Agents will be expected to be on camera for the entire training and nesting period. Training Hours: Monday – Friday (8:00 am to 4:30pm ) Training Duration: 4 Weeks followed by 2 to 3 weeks of nesting 100% attendance is expected Hours of Operation: Monday-Friday 8:00 am to 7:00 pm EST Shift will most likely be 10:30 am – 7:00 pm EST (hours are subject to change). Minimum Requirements High school diploma or GED required and 1+ years of relevant professional experience required, or equivalent combination of education and experience. Background Check Requirement: Criminal must be clear prior to start of training. Employer Verification Education Verification Equal Opportunity Employer / Disabled / Protected Veterans The Know Your Rights poster is available here: The pay transparency policy is available here: For temporary assignments lasting 13 weeks or longer, AppleOne is pleased to offer major medical, dental, vision, 401k and any statutory sick pay where required. We are committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation for any part of the employment process, please contact your staffing representative who will reach out to our HR team. AppleOne participates in the E-Verify program in certain locations as required by law. Learn more about the E-Verify program. We also consider for employment qualified applicants regardless of criminal histories, consistent with legal requirements, including, if applicable, the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance. Pursuant to applicable state and municipal Fair Chance Laws and Ordinances, we will consider for employment-qualified applicants with arrest and conviction records, including, if applicable, the San Francisco Fair Chance Ordinance. For Los Angeles, CA applicants: Qualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. #J-18808-Ljbffr AppleOne Employment Services