Bilingual Sr. Customer Service Representative

5 days ago

Tallahassee, United States MAXIMUS Full time


General information

Job Posting Title

Bilingual Sr. Customer Service Representative

Date

Thursday, December 5, 2024

City

Tallahassee

State

FL

Country

United States

Working time

Full-time

Description & Requirements

Maximus is currently hiring for a Bilingual Sr. Customer Service Representative to support our Florida Healthy Kids team. This is a remote opportunity open to Florida residents. The Bilingual Sr. Customer Service Representative will manage customer inquiries with consistency, accuracy, professionalism and displaying excellent customer service skills. This position assists customers regarding advanced program inquiries and account resolutions in a call center environment.

Essential Duties and Responsibilities:
- Respond effectively to all forms of inbound and outbound contacts, provide responses to questions, and in specific instances, refer callers to the appropriate supervisor, county, or state agency representatives for service and/or when problems or concerns occur.
- Investigate and resolve complex and escalated issues resulting from multiple channels.
- Complete research of beneficiary contact history and report findings to management.
- Process enrollment/disenrollment and other transactions as requested in accordance with production and quality goals and standards set for the position.
- Maintain updated knowledge of the program including its policies and procedures as referenced in the employee manual and other policies adopted by corporate, the project, and/or client.
- Maintain knowledge of contract compliance provisions.
- Participate in special projects, as assigned.
- Provide backup to the Central Operations production staff to include, contact center, forms processing, research and mailroom functions.
- Identify issues and/or problems affecting the Central Operations teams and promptly report to management.
- Provide performance feedback to management team regarding team members.
- Recommend procedural or process changes in order to improve accuracy and/or efficiency.
- Review knowledge base content for accuracy and make recommendations for improvements.
- Participate in the development and delivery of training, as necessary.

Minimum Requirements

- High school diploma or GED required and 1+ years of relevant professional experience required, or equivalent combination of education and experience.
- Must be fluent in English and specified secondary language.


- Handles more complex customer service inquiries and problems via telephone, recording consistent problem areas.
- May respond to email inquiries. Customer service is the primary function.
- Calls are non-routine and require deviation from standard screens, scripts, and procedures.
- Handles situations which may require adaptation of response or extensive research according to customer response.
- Uses computerized system for tracking, information gathering, and/or troubleshooting.
- May handle escalated or unresolved calls from less experienced representatives.
- Works on assignments that are moderately difficult, requiring judgement in resolving issues.
- Understands implications of work and makes recommendations for solutions.

- Florida residency required.
- Experience supporting the Florida Healthy Kids program preferred.
- Must be able to speak, read, and write both English and Spanish or English and Haitian-Creole fluently.
- Remote workers required internet speed policy: minimum download speed is 25 Mbps and 5 Mbps upload; Shared connection requirement is 50 Mbps download and 5 Mbps upload.

EEO Statement

Active military service members, their spouses, and veteran candidates often embody the core competencies Maximus deems essential, and bring a resiliency and dependability that greatly enhances our workforce. We recognize your unique skills and experiences, and want to provide you with a career path that allows you to continue making a difference for our country. Were proud of our connections to organizations dedicated to serving veterans and their families. If you are transitioning from military to civilian life, have prior service, are a retired veteran or a member of the National Guard or Reserves, or a spouse of an active military service member, we have challenging and rewarding career opportunities available for you. A committed and diverse workforce is our most important resource. Maximus is an Affirmative Action/Equal Opportunity Employer. Maximus provides equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status or disabled status.

Pay Transparency

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.

Minimum Salary

$

17.00

Maximum Salary

$

18.00

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