Trilingual Customer Service Representative

Description & Requirements

Maximus is seeking enthusiastic Trilingual Customer Service Representatives proficient in Mandarin and Cantonese to join our dynamic New York State of Health (NYSOH) team. This is a remote work opportunity available to individuals residing within 100 miles of New York, NY.

As a Customer Service Representative (CSR) at Maximus, you will play a vital role in supporting some of the most vulnerable communities by guiding millions of New Yorkers through complex healthcare plans. We prioritize delivering thoughtful, open, and transparent customer care with a strong commitment to integrity. To help you excel in your role, Maximus provides comprehensive paid training to ensure you offer each caller the highest levels of knowledge and professionalism.

Why Join Us?

• Competitive Compensation: Enjoy quarterly bonuses based on your performance
• Comprehensive Insurance: Choose from various plans including Medical, Dental, Vision, Prescription, and more, alongside life insurance benefits and discounts on various types of insurance.
• Future Planning: Secure your financial future with our 401K Retirement Savings plan and Company Matching.
• Generous Paid Time Off: Benefit from PTO, holidays, and sick leave, along with short and long-term disability coverage.
• Holistic Wellness Support: Access resources for physical, emotional, and financial wellness through our Employee Assistance Program.
• Recognition Platform: Acknowledge your contributions and the outstanding work of colleagues.
• Tuition Reimbursement: Invest in your ongoing education and development.
• Employee Perks: Enjoy exclusive benefits and discounts available only to employees.
• Maximus Wellness Program: Access a wide range of wellness resources tailored to meet your needs.
• Professional Development: Participate in training programs, workshops, and conferences to grow your skills.

Essential Duties and Responsibilities:

• Answer incoming calls from the public, prospective enrollees, and their representatives, adhering to performance standards and confidentiality policies.
• Respond effectively to all inbound and outbound communications.
• Document inquiries accurately using the appropriate systems.
• Process new healthcare coverage applications, including determining tax household and eligibility.
• Handle life event changes, demographic updates, disenrollment requests, and special enrollment period applications.
• Provide requested materials to callers via mail, email, or download.
• Facilitate translation services for non-English speaking callers.
• Escalate complex issues to designated staff as required.
• Attend meetings and training sessions to maintain knowledge of programs and systems.
• Ensure compliance with confidentiality policies and refer callers to alternative sources as necessary.
• Meet quality assurance and other performance metrics.
• Adhere to established safety standards.
• Remain in a stationary position for extended periods and occasionally lift items weighing up to 25 pounds.
• Carry out additional duties as assigned by management.

Minimum Requirements:

• High school diploma or GED, with at least 6 months of relevant experience.
• Fluency in English, Mandarin, and Cantonese is required for speaking, reading, and translation.
• Strong data entry and telephone skills.
• Excellent organizational, interpersonal, written, and verbal communication skills.
• Able to thrive in a fast-paced environment and manage multiple tasks simultaneously.
• Team-oriented with the ability to work independently.
• Prior experience with computers and phone systems preferred.
• Previous customer service experience is a plus.

Home Office Requirements:

• Internet speed of 20mbps or higher.
• Connectivity via Wi-Fi or Ethernet cable to your home router.
• Must reside within the continental United States.

Compensation: Minimum Salary: $22.50 | Maximum Salary: $22.50