Customer Service Specialist- Remote in Houston

Maximus is hiring a Customer Service Specialist to support its Health Texas project. The role provides customer care and benefit enrollment services through telephone, IVR, web chat, and web-based portals, while documenting interactions, resolving routine issues, and meeting quality and productivity standards.

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:

• This position requires residency in the State of Texas and within a 70-mile radius of the Houston Metro area
• 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 workspace 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