Customer Service Representative

Essential 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.Minimum RequirementsHigh school diploma or GED required and 0-6 months of relevant professional experience required, or equivalent combination of education and experience.Must be able 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 and agency 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 office site: San Antonio, Texas#HealthTexas #LI-HybridEEO StatementMaximus 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 TransparencyMaximus compensation is based on various factors including but not limited to job location, a candidate's education, training, experience, expected quality and quantity of work, required travel (if any), external market and internal value analysis including seniority and merit systems, as well as internal pay alignment. Annual salary is just one component of Maximus's total compensation package. Other rewards may include short- and long-term incentives as well as program-specific awards. Additionally, Maximus provides a variety of benefits to employees, including health insurance coverage, life and disability insurance, a retirement savings plan, paid holidays and paid time off. Compensation ranges may differ based on contract value but will be commensurate with job duties and relevant work experience. An applicant's salary history will not be used in determining compensation. Maximus will comply with regulatory minimum wage rates and exempt salary thresholds in all instances.AccommodationsMaximus 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 .Minimum Salary$14.00Maximum Salary$14.00 #J-18808-Ljbffr