Bilingual Customer Service Representative

Maximus is a company seeking a Bilingual Customer Service Representative to handle incoming calls from consumers and provide assistance in accordance with established guidelines. The role involves tracking inquiries, fulfilling requests, and ensuring quality assurance metrics are met while facilitating translation services for non-English speaking callers.

Responsibilities:

• Answer incoming calls from consumers including the general public, prospective enrollees and people assisting enrollees or acting on their behalf in accordance with all performance standards, policy and procedures, and protocols including but not limited to the confidentiality and privacy policies
• Track and document all inquiries using the applicable systems
• Complete associated tasks according to the established guidelines
• Track and document all inquiries using the applicable systems
• Meet Quality Assurance (QA) and other key performance metrics
• Facilitate the fulfillment of caller requests for materials via mail, email, or download
• Transfer/refer consumers to appropriate entities according to the established guidelines
• Escalate calls or issues to the appropriate designated staff for resolution as needed
• Facilitate translation services for non-English speaking callers according to procedures
• Attend meetings and trainings as requested and maintain up-to-date knowledge of all programs and systems

Requirements:

• High school diploma or GED required and 0-6 months of relevant professional experience required, or equivalent combination of education and experience
• Must be fluent in English and specified secondary language
• Availability to work shifts between 8:00am and 6:30pm CST (7am and 5:30pm MST)
• Internet Access: Minimum of 20Mbps download & 5Mbps upload
• 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
• Proficient in utilization of Teams
• 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