Customer Service Specialist- Remote in Austin at Maximus in United States

Job description

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• Maximus is currently hiring Customer Service Specialist to join our team! This position is responsible for supporting our Health Texas project by providing customer care and benefit enrollment services via telephone, IVR and web-based portals.
• To prepare for this role, Maximus provides paid, comprehensive training that equips our CSRs with the highest levels of knowledge and professionalism. We invest in your success from day one! Enjoy a $1/hour pay increase once you have completed training.
• These are Full-time, regular employment opportunities and we offer Fully Remote working arrangements.
• This position requires residency in the State of Texas and within a 70-mile radius of the Austin Metro area.

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.

Requirements

• - High school diploma or GED required and 0-6 months of relevant professional experience required, or equivalent combination of education and experience.
• - Availability to work shifts between 8:00am and 6:30pm CST (7am and 5:30pm MST)
• - Ability to type efficiently
• - Continuously demonstrate a high sense of urgency and perform under pressure
• - Excellent Attendance (no time off during training)
• - Organization and work prioritization skills
• - Basic computer aptitude in Windows and/or Mac
• - Ability to handle 100+ calls a day, handle multiple repetitive calls
• - Must be able to work onsite on Day 1 for equipment training
• - Must be able to complete classroom and on-the-job training with no time missed.
• - Must be willing and able to work with webcam on during training and other meetings as instructed by management
• - A quiet, professional work-space free from distractions and background noise
• - A workspace large enough to hold 2 large monitors, laptop, keyboard, mouse and docking station. Equipment is provided.
• - Reliable, high-speed internet service, 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
• - Internet Speed: Minimum of 20Mbps download & 5Mbps upload

Skills

Required

• Ability to type efficiently
• Excellent Attendance
• Quiet, professional work-space

Benefits

• -🎓 Training Completion Pay Increase – Successfully complete our paid training program and receive a $1.00 per hour increase to your base pay.
• - 📚 Professional Development Opportunities- Participate in training programs, workshops, and conferences.
• - 🌟 Maximus Wellness Program and Resources - Access a range of wellness programs and resources tailored to your needs.
• - 🎁 Employee Perks and Discounts - Additional benefits and discounts exclusively for employees.
• - 📚 Tuition Reimbursement - Invest in your ongoing education and development.
• - 🏆 Recognition Platform - Acknowledge and appreciate outstanding employee contributions.
• - 🌱 Holistic Wellness Support - Access resources for physical, emotional, and financial wellness through our Employee Assistance Program (EAP).
• - 🏝️ Paid Time Off Package - Enjoy PTO, Holidays, and sick leave, along with Short- and Long-Term Disability coverage.
• - 🌟 Future Planning - Prepare for retirement with our 401K Retirement Savings plan and Company Matching.
• - 🛡️ 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.
• - 💰 Competitive Compensation - Quarterly bonuses based on performance
• 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.
• $ 14.00
• Maximum Salary
• $ 14.00