International Customer Service Rep (Bilingual Spanish) - Veterans Evaluation Services

Description & Requirements

Maximus is currently hiring for an International Customer Service Representative to join our Veterans Evaluation Services (VES) team.

This is a remote opportunity.

The position is responsible for making outbound calls and emails to military veterans and service members, communicating with veterans and service members in a clear and empathetic manner, addressing their questions or concerns and keeping them informed about the schedule status of their cases.

Due to contract requirements, only a US Citizen or a Green Card holder can be considered for this opportunity.

Essential Duties and Responsibilities:

- Make outbound calls and emails to military veterans and service members.

Communicate with veterans and service members in a clear and empathetic manner, addressing their questions or concerns and keeping them informed about the schedule status of their cases.

- Make reminder outbound calls and/or send reminder emails to veterans and service members for upcoming diagnostic appointments.

- Investigate and analyze cases to understand their concerns and find appropriate solutions or resolutions.

- Submit VBMS requests to Supervisor for additional contact information, if unable to make contact after multiple calls.

- Communicate with various department regions via email and phone regarding veteran/service members' recent diagnostic testing, scheduling, and travel availability.

- Update OMS (Office Management System) with information such as change of address, phone numbers, emails, and obtain permission from the veteran/service member to speak with others about his/her case.

- Monitor and work from international queues for "Pending Initial DOC" (Day One Call) and "Pending Intl CAPS" (Claimant Appointment Packets) in OMS.

- Send CAPS via e-mail, FedEx, or USPS express mail.

- Document and maintain detailed notes of communication and CAPS information in OMS.

- The required schedule for this position is 4AM to 12:30PM CST

Please note: With this position you have the option to have Maximus provide you with equipment to use, or you may use your own equipment.

Home Office Requirements Using Your Own Equipment

- Internet speed of 20mbps or higher required (you can test this by going to www.speedtest.net)

- Preferred Windows or Mac (no Chromebooks)

- OS for Windows - Windows 10 or newer

- OS for Mac - Big Sur (11.01.1+); Catalina (10.15), MacOS (up to 12.5) or newer

- Connectivity to the Internet via either Wi-Fi or Category 5 or 6 ethernet patch cable to the home router

- USB plug and play wired headset with a microphone and noise suppression

- Private work area and adequate power source

- A second monitor is highly recommended for most positions

- Must currently and permanently reside in the Continental US

Home Office Requirements Using Maximus-Provided Equipment:

- Internet speed of 20mbps or higher required (you can test this by going to www.speedtest.net)

- Connectivity to the internet via either W...