Customer Service Representative

3 weeks ago

Tysons, United States Maximus Services, LLC Full time

**Description & Requirements**
Every day, Bilingual Customer Service Representatives (CSRs) at Maximus are entrusted to serve some of the most vulnerable communities by providing customer care to millions of New Yorkers who need to maneuver through complex healthcare plans. During these uncertain times we ensure that we are delivering the best outcomes possible for our clients and customers - ensuring every action is thoughtful, open, transparent, and done with integrity. To prepare you for this role, Maximus provides **paid, comprehensive training** which ensures our customer service representatives care for each caller with the highest levels of knowledge and professionalism.

Please note this job posting is for the upcoming class in New York City. This position is fully remote in New York City.

**Pay and Benefits**:

- Bilingual base rate $ 21.25/hr
- Quarterly Bonus opportunity up to 5% of your quarterly earnings
- $500+ in referral incentives
- 401K with company match
- Medical, Dental and Vision benefits
- Paid accrued time off and 10 paid holidays
- Employee Assistance Program (EAP)
- Employee Wellness and Discount Programs
- A variety of weekday and weekend shifts that meet lifestyle and family goals
- A supportive environment with peers who share your passion for improving people's lives
- Career development and promotional opportunities
- No cold calling, sales, or collection calls

Essential Duties and 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.
- Respond effectively to all forms of inbound and outbound contacts.
- Track and document all inquiries using the applicable systems.
- Process life event changes, demographic updates, disenrollment requests, and special enrollment periods as requested.
- Facilitate translation services for non-English speaking callers according to procedures.
- Escalate calls or issues to the appropriate designated staff for resolution as needed.
- Attend meetings and trainings as requested and maintain up-to-date knowledge of all programs and systems.

Minimum Requirements

Minimum Requirements:

- High school diploma or GED required and 6+ months of relevant professional experience required, or equivalent combination of education and experience.
- This position requires proficiency in English and Mandarin, Cantonese or Russian language or proficiency in both Spanish and Haitian Creole languages.
- Must be able to speak and read in **Russian** and **English** fluently
- Strong data entry and telephone skills.
- Excellent organizational, interpersonal, written, and verbal communication skills.
- Ability to perform comfortably in a fast-paced work environment.
- Ability to successfully execute many complex tasks simultaneously.
- Ability to work as a team member, as well as independently.
- Previous experience with computers, phone systems, and headsets preferred.
- Previous experience in customer service preferred.

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