Customer Service Rep

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.

Minimum Requirements

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

Job Requirements:

- High School Diploma or GED with 0-1 years' experience

- Able to demonstrate logical problem-solving skills, capacity to multi-task, and proficiency to utilize the client approach to troubleshoot

-Proficient in managing repetitive and high-volume calls

- Proficient typing skills

- Consistently showcases a strong sense of urgency and performs well under pressure

- Strong organizational and work prioritization abilities

- Skilled in the use of Teams

- Fundamental computer proficiency in Windows and/or Mac

- Available to work any 8-hour shift Monday to Friday from 8:00 a.m.

to 6:30 p.m.

(Central Time)

Training Requirements:

- Must be able to work onsite first week of training

- Must be able to complete classroom and on-the-job training with no time missed

Required Guidelines for Remote Work Environment:

- Workspace must be quiet, free of distractions, and no background noise

- Workspace must be able to hold 2 monitors, laptop, keyboard, mouse, and docking station: Maximus will provide equipment

- Web camera is required for all Maximus and agency staff during training, meetings, or as requested by management with expectation of participation, adequate lighting and visibility

- Internet must be a traditional, wired high-speed connection such as cable or fiber

- Must be able disable modem firewalls to ensure proper VPN and product access

- High-speed internet service is required, with minimum of 20 Mbps download & 5 Mbps upload

- Required to connect the ethernet cable directly from the modem or router to computer

- Wi-Fi connections through cellular networks, mobile hotspots, fixed wireless, or satellite are not permitted

- Work-from-home staff may be required to work on-site for those who fail to meet the work-from-home guidelines ...