Customer Service Representative

1 week ago

Chester, Virginia, United States MAXIMUS Full time
About the Role

We are seeking a highly skilled and compassionate Customer Service Representative to join our team at MAXIMUS. As a key member of our customer service center, you will play a vital role in providing exceptional support to our clients, ensuring their needs are met with professionalism and empathy.

Key Responsibilities
  • Provide timely and accurate responses to customer inquiries via multiple channels, including phone, email, and web chat.
  • Utilize computerized systems to track, gather, and troubleshoot customer information.
  • Collaborate with colleagues to resolve complex customer issues and provide feedback on call trends, processes, and procedures.
  • Respond to customer inquiries by referring them to published materials, secondary sources, or more senior staff as needed.
  • Follow established policies and standard operating procedures, including filling out timesheets and adhering to privacy and HIPAA rules.
  • Assist customers with filling out online applications and submitting them electronically to plan providers for processing.
  • Complete basic call log related to phone inquiries, including clicking radio buttons to confirm which scripts were read to the caller.
  • Refer calls as required to CSR Lead and maintain up-to-date knowledge of client regulations and policies.
  • Report problems that occur via the online system so they can be addressed by the appropriate parties.
Requirements
  • High School diploma or equivalent with 6 months of customer service experience.
  • Ability to speak and read English clearly, professionally, and fluently.
  • Ability to work within established turnaround times and maintain regular and predictable attendance.
  • Excellent interpersonal skills and the ability to organize simultaneous tasks.
  • Ability to work as a member of a team and participate in internal CCO training to begin this role.
  • May be required to work overtime and scheduled holidays.
What We Offer
  • Competitive hourly base pay of $17.20 plus 10% shift differential for evening shifts.
  • $1800+ in bonus opportunities, including training completion, referrals, and more.
  • Additional $1000 in bonus opportunities for Limited-Service positions.
  • 401k with company match.
  • Paid accrued Sick Leave and PTO plus 11 paid holidays.
  • Company-paid, base employee Medical Coverage.
  • Employee Assistance Program (EAP).
  • Employee Wellness and Discount Programs.
  • Flexible scheduling options.
  • A supportive environment with career development and promotional opportunities.

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