Bilingual Sr. Customer Service Representative

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 resi...