Monolingual Customer Service Representative - Edinburg, TX (English Calls Only)

Description & Requirements

Maximus is currently hiring Customer Service Representatives to join our team! This position is responsible for supporting Health Texas by providing customer care and 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 and then have the option to work from home after training is complete.

There may be times you will be asked to report to our location in Edinburg, TX.

What We Can Offer You:



* An awesome work schedule:



* Our call center is open from 8AM - 6:30PM MST, Monday - Friday



* 8-hour shifts are scheduled within the hours of operation



* Medical, Dental, Vision benefits



* Paid Time Off



* Employee Assistance Program (EAP)



* Employee Wellness and Discount Programs



* A supportive environment with career development and promotional opportunities.

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.

Primary 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.



* Track and document all inquiries using the applicable systems.



* 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 call...