Customer Service Representative

Company: MAXIMUS, Inc.
Location: Edinburg
Posted on: April 3, 2025

Job Description:

Description & Requirements

This position is tentatively scheduled to start onsite May 13, 2025. After the first week of training, you have the option to work at home.

Maximus is currently hiring Monolingual Customer Service Representatives (English Calls Only) to join our team! This position is responsible for supporting our Health Texas project by providing customer care and benefit enrollment services via telephone, IVR and web-based portals. To prepare for this role, Maximus provides paid, comprehensive training that equips our CSRs with the highest levels of knowledge and professionalism.

Please note, these are full-time, hybrid roles- you will begin training on site for the first week and then have the option to work from home. There may be times you will be asked to report to our location in Edinburg, TX due to business needs.

Why Join Maximus?

* Competitive Compensation - Quarterly bonuses based on performance included!
* --- Comprehensive Insurance Coverage - Choose from various plans, including Medical, Dental, Vision, Prescription, and partially funded HSA. Additionally, enjoy Life insurance benefits and discounts on Auto, Home, Renter's, and Pet insurance.
* Future Planning - Prepare for retirement with our 401K Retirement Savings plan and Company Matching.
* --- Paid Time Off Package - Enjoy PTO, Holidays, and sick leave,
* Holistic Wellness Support - Access resources for physical, emotional, and financial wellness through our Employee Assistance Program (EAP).
* Recognition Platform - Acknowledge and appreciate outstanding employee contributions.
* Diversity, Equity, and Inclusion Initiatives - Join a workplace committed to fostering diversity and inclusion.
* Tuition Reimbursement - Invest in your ongoing education and development.
* Employee Perks and Discounts - Additional benefits and discounts exclusively for employees.
* Maximus Wellness Program and Resources - Access a range of wellness programs and resources tailored to your needs.
* Professional Development Opportunities - Participate in training programs, workshops, and conferences.

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.
* Track and document all inquiries using the applicable systems.
* Complete associated tasks according to the established guidelines.
* Meet Quality Assurance (QA) and other key performance metrics.
* Facilitate the fulfillment of caller requests for materials via mail, email, or download.
* Transfer/refer consumers to appropriate entities according to the established guidelines.
* Escalate calls or issues to the appropriate designated staff for resolution as needed.
* Facilitate translation services for non-English speaking callers according to procedures.
* Attend meetings and trainings as requested and maintain up-to-date knowledge of all programs and systems.

Minimum Requirements

* High school diploma or GED required and 0-6 months of relevant professional experience required, or equivalent combination of education and experience.

Job Requirements:

* High School Diploma or GED with 0-1 years' experience
* Able to demonstrate logical problem-solving skills, capacity to multi-task, and proficiency to utilize the client approach to troubleshoot
* Proficient in managing repetitive and high-volume calls
* Proficient typing skills
* Consistently showcases a strong sense of urgency and performs well under pressure
* Strong organizational and work prioritization abilities
* Skilled in the use of Teams
* Fundamental computer proficiency in Windows and/or Mac
* Available to work any 8-hour shift Monday to Friday from 8:00 a.m. to 6:30 p.m. (Central Time)

Training Requirements:

* Must be able to work onsite first week of training
* Must be able to complete classroom and on-the-job training with no time missed

Required Guidelines for Remote Work Environment:

* Workspace must be quiet, free of distractions, and no background noise
* Workspace must be able to hold 2 monitors, laptop, keyboard, mouse, and docking station: Maximus will provide equipment
* Web camera is required for all Maximus and agency staff during training, meetings, or as requested by management with expectation of participation, adequate lighting and visibility
* Internet must be a traditional, wired high-speed connection such as cable or fiber
* Must be able disable modem firewalls to ensure proper VPN and product access
* High-speed internet service is required, with minimum of 20 Mbps download & 5 Mbps upload
* Required to connect the ethernet cable directly from the modem or router to computer
* Wi-Fi connections through cellular networks, mobile hotspots, fixed wireless, or satellite are not permitted
* Work-from-home staff may be required to work on-site for those who fail to meet the work-from-home guidelines and/or whose performance is not at an acceptable level
* Must work and reside within Texas
* Must live within 70 miles of site: Edinburg, Tx

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. We're 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.

Keywords: MAXIMUS, Inc., Edinburg , Customer Service Representative, Sales , Edinburg, Texas