Call Center Representative - Livonia, MI

Description & Requirements

Maximus is hiring a Customer Service Representative in Livonia, MI!

This is a full-time, on-site position at our Livonia, Michigan location, where you'll assist callers by providing case updates and offering relevant guidance.

Join our knowledgeable and dedicated team, where you'll play an essential role and make a real impact!

Shift Hours: Monday to Friday, 8:15 AM - 5:00 PM ET
Reliable attendance and transportation are required.
• State fingerprinting will be required if offered the position.
Why Maximus?- • Competitive Compensation - Quarterly bonuses based on performance included!- • Comprehensive Insurance Coverage - Choose from Medical, Dental, Vision, Prescription, and partially funded HSA.

Life insurance and discounts on Auto, Home, Renter's, and Pet insurance also available.- • Future Planning - 401K Retirement Savings plan with Company Matching.- • Paid Time Off Package - PTO, Holidays, Sick Leave, Short- & Long-Term Disability.- • Holistic Wellness Support - Access physical, emotional, and financial wellness resources via our Employee Assistance Program (EAP).- • Recognition Platform - Celebrate outstanding employee contributions.- • Tuition Reimbursement - Support for ongoing education and development.- • Employee Perks and Discounts - Exclusive benefits and savings.- • Maximus Wellness Program - Tailored wellness resources.- • Professional Development Opportunities - 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.

- Previous experience in a customer service role

- Maintain reliable attendance and adhere to scheduled shifts
- Reliable transportation to and from our Livonia, MI office location

- Provide empathetic assistance while effectively managing and controlling calls

- Ability to thrive in a high-demand, fast-paced call center environment

- Navigate multiple systems and software platforms efficiently to retrieve, input, and manage information accurately while ensuring ...