International Customer Service Rep (Bilingual Spanish - Remote) - Veterans Evaluation Services

Maximus is currently hiring for an International Customer Service Representative to join our Veterans Evaluation Services (VES) team. The position is responsible for making outbound calls and emails to military veterans and service members, addressing their questions or concerns, and keeping them informed about the status of their cases.

Responsibilities:

• Make outbound calls and emails to military veterans and service members. Communicate with veterans and service members in a clear and empathetic manner, addressing their questions or concerns and keeping them informed about the schedule status of their cases
• Make reminder outbound calls and/or send reminder emails to veterans and service members for upcoming diagnostic appointments
• Investigate and analyze cases to understand their concerns and find appropriate solutions or resolutions
• Submit VBMS requests to Supervisor for additional contact information, if unable to make contact after multiple calls
• Communicate with various department regions via email and phone regarding veteran/service members’ recent diagnostic testing, scheduling, and travel availability
• Update OMS (Office Management System) with information such as change of address, phone numbers, emails, and obtain permission from the veteran/service member to speak with others about his/her case
• Monitor and work from international queues for 'Pending Initial DOC' (Day One Call) and 'Pending Intl CAPS' (Claimant Appointment Packets) in OMS
• Send CAPS via e-mail, FedEx, or USPS express mail
• Document and maintain detailed notes of communication and CAPS information in OMS

Requirements:

• US Citizens or Green Card holders only
• Set schedule availability of Monday-Friday 4PM-12:30AM or 8AM-4:30PM Central Time
• High School Diploma or equivalent
• 2-4 years of related experience
• Fluency in English and Spanish
• Internet speed of 20mbps or higher
• Connectivity to the internet via either Wi-Fi or Category 5 or 6 ethernet patch cable
• Private work area and adequate power source
• Permanent residence in the Continental US
• Proficiency in Microsoft Office Suite