Customer Service Representative

Customer Service Representative

Maximus is currently hiring Customer Service Representatives (Monolingual: English calls only) in the El Paso, TX area to join our growing team. This position is responsible for supporting the Health Texas Enrollment Broker project by providing customer care and enrollment services for health benefits via telephone, IVR, and web-based portals.

Schedule Details: Our call center is open from 7:15 am - 5:30 pm MST, Monday - Friday. 8-hour shifts are scheduled within the hours of operation.

Why Join Maximus? Work/Life Balance Support, Flexibility tailored to your needs! Competitive Compensation, Bonuses based on your performance included! Comprehensive Insurance Coverage, Choose from various plans, including Medical, Dental, Vision, Prescription, and partially funded HSA. Additionally, enjoy Life insurance benefits and discounts on Auto, Home, Renter's, and Pet insurance. Future Planning, Prepare for retirement with our 401K Retirement Savings plan and Company Matching. Paid Time Off Package, Enjoy PTO, Holidays, and sick leave, along with Short- and Long-Term Disability coverage. Holistic Wellness Support, Access resources for physical, emotional, and financial wellness through our Employee Assistance Program (EAP). Recognition Platform, Acknowledge and appreciate outstanding employee contributions. Tuition Reimbursement, Invest in your ongoing education and development. Employee Perks and Discounts, Additional benefits and discounts exclusively for employees. Maximus Wellness Program and Resources, Access a range of wellness programs and resources tailored to your needs. Professional Development Opportunities, Participate in training programs, workshops, and conferences.

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 Requirements - High school diploma or GED required and 0-6 months of relevant professional experience required, or equivalent combination of education and experience. Program Specific Requirements: High School diploma or equivalent, 6 months of customer service experience preferred. Must reside within 70 miles of El Paso, TX (Must live in Texas) Home Office Requirements: Reliable, high-speed internet service. Minimum 25 Mbps download speeds for a single user, 50 Mbps for shared internet connectivity. Minimum 5 Mbps upload speeds for a single user, 10 Mbps for shared internet connectivity. Must be a traditional, wired high-speed connection such as cable or fiber. Services that connect via a cellular network (mobile hotspot, fixed wireless, etc.) or satellite are incompatible. Must be able to connect your computer directly to your modem or router via ethernet cable, Wi-Fi connections are not allowed. Quiet and distraction-free workspace.

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 Maximus 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. Minimum Salary $ 16.00 Maximum Salary $ 16.00