Customer Service Representative - Atlanta, GA (Hybrid)

Description & Requirements

Join our team as a dedicated Customer Service Representative to support the Georgia National Medical Support Notice (GA NMSN) project!

This is a hybrid role requiring two in-office days per week in Atlanta, GA - typically Monday and Wednesday - though the schedule may shift depending on business needs.

This position's hours are Monday-Friday 8a-5p ET.

The role begins as a contingent position with one of our partnering agencies with the potential to convert to a Maximus employee at the 90-day mark, based on performance, attendance, and business approval.

If you thrive in a fast-paced environment and have a passion for delivering excellent service while supporting families across Georgia, apply today!

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.

- Exercise first-call resolution to minimize repeat contacts

- Enter call wrap-up notes quickly and accurately

- Attend full-time onsite training for 1-2 weeks
- Work onsite at our Atlanta office at least twice per week

This position is hybrid and will require quiet workspace in your home for remote work.

Home office requirements:

- Reliable high-speed internet service

- Minimum 20 Mpbs download speeds/50 Mpbs for shared internet connectivity

- Minimum 5 Mpbs upload speeds

- Reliable high-speed internet service

(you can test this by going to www.speedtest.net)

Minimum Requirements

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

- At least 1 year of call-center experience, preferred

- Genesys or similar call center software experience, preferred

EEO Statement

Maximus is an equal opportunity employer.

We evaluate qualified applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information and other legally protected characteristics.

Pay Transparency

Maximus compensation is based on various factors including but not limited to job locati...