Bilingual Customer Service Representative - Client Support

Maximus; Houston (TX); Hybrid; USD 17,000 - 24,000; Full time

Benefits offered by this job

Training pay raise

Hybrid/Remote work

401K retirement savings plan

Job summary

Maximus is hiring a Bilingual Customer Service Specialist to support the Health Texas project, handling customer care and enrollment services via phone, IVR and web portals. Training is provided with a $1/hour increase after training completion, and bilinguals must be fluent in Spanish and English.

Roles offer hybrid and fully remote options, with residency in Texas near Houston. Responsibilities include answering inquiries, providing program information, recording interactions, handling

Qualifications

• HS diploma or GED required or equivalent
• Fluent in English and Spanish
• Experience in customer service is a plus

Responsibilities

• Answer inquiries via phone, IVR, or web chat in line with performance standards
• Provide accurate information on programs and services to enrollees and providers
• Record all interactions and document actions in applicable systems
• Process requests and transactions accurately and efficiently
• Escalate complex issues to appropriate staff for resolution

Skills

Bilingual: Spanish/English

Typing speed

Customer service

Education

HS diploma or GED

Job description

Maximus is currently hiring Bilingual Customer Service Specialist to join our team! This position is responsible for supporting our Health Texas project by providing customer care and benefit enrollment services via telephone, IVR and web-based portals.

To prepare for this role, Maximus provides paid, comprehensive training that equips our CSRs with the highest levels of knowledge and professionalism. We invest in your success from day one! Enjoy a $1/hour pay increase once you have completed training.

Bilingual candidates must be fluent in both Spanish and English.

Please note, these are Full-time, regular employment opportunities and we offer Hybrid and Fully Remote working arrangements.

This position requires residency in the State of Texas and within a 70-mile radius of the Houston Metro area.

Schedule Details:

• Our call center is open from 8AM - 6:30PM CST, Monday - Friday
• 8-hour shifts are scheduled within the hours of operation

Why Maximus?

• Training Completion Pay Increase – Successfully complete our paid training program and receive a $1.00 per hour increase to your base pay.
• Professional Development Opportunities- Participate in training programs, workshops, and conferences.
• Maximus Wellness Program and Resources - Access a range of wellness programs and resources tailored to your needs.
• Employee Perks and Discounts - Additional benefits and discounts exclusively for employees.
• Tuition Reimbursement - Invest in your ongoing education and development.
• Recognition Platform - Acknowledge and appreciate outstanding employee contributions.
• Holistic Wellness Support - Access resources for physical, emotional, and financial wellness through our Employee Assistance Program (EAP).
• Paid Time Off Package - Enjoy PTO, Holidays, and sick leave, along with Short- and Long-Term Disability coverage.
• Future Planning - Prepare for retirement with our 401K Retirement Savings plan and Company Matching.
• Comprehensive Insurance Coverage - Choose from various plans, including Medical, Dental, Vision, Prescription, and partially funded HSA. Additionally, enjoy Life insurance benefits and discounts on Auto, Home, Renter's, and Pet insurance.
• Competitive Compensation - Quarterly bonuses based on performance

Essential Duties and Responsibilities:

• Answer incoming customer inquiries received via telephone, Interactive Voice Response (IVR), web chat functions, or other approved contact channels in accordance with performance standards, policies, procedures, and confidentiality and privacy requirements.
• Provide accurate information regarding programs and services to consumers, prospective enrollees, individuals acting on behalf of enrollees, health plans, and providers.
• Track, document, and record all customer interactions, inquiries, complaints, comments, actions taken, and transactions in applicable systems.
• Complete associated tasks and transactions according to established guidelines to ensure accuracy and completeness.
• Navigate multiple computer systems while interacting with customers and perform data entry accurately.
• Facilitate fulfillment of customer requests for materials via mail, email, or electronic delivery as appropriate.
• Transfer or refer customers to appropriate internal or external entities in accordance with established guidelines.
• Address customer inquiries and resolve routine issues to ensure appropriate actions or updates are completed.
• Escalate unresolved, complex, or sensitive issues or grievances to designated staff or departments for further investigation or resolution as needed.
• Facilitate translation or interpretation services for non English speaking customers according to procedures.
• Communicate with supervisors regarding potential needs, concerns, or issues impacting service delivery.
• Meet Quality Assurance (QA), productivity, and other key performance metrics.
• Attend required meetings and trainings and maintain up to date knowledge of all programs, systems, policies, and procedures.
• Perform other related duties as assigned by management.

Minimum Requirements:

• High school diploma or GED required and 0-6 months of relevant professional experience required, or equivalent combination of education and experience.
• Must be fluent in English and specified secondary language.

Job Requirements:

• Must be fluent in both Spanish and English
• Availability to work shifts between 8:00am and 6:30pm CST (7am and 5:30pm MST)
• Ability to type efficiently
• Continuously demonstrate a high sense of urgency and perform under pressure
• Excellent Attendance (no time off during training)
• Organization and work prioritization skills
• Basic computer aptitude in Windows and/or Mac
• Ability to handle 100+ calls a day, handle multiple repetitive calls
• Bilingual candidates must pass a bilingual assessment

Day 1 requirements:

• Must be able to work onsite on Day 1 for equipment training
• Must be able to complete classroom and on-the-job training with no time missed.
• Must be willing and able to work with webcam on during training and other meetings as instructed by management

Home Office Requirements:

• A quiet, professional work-space free from distractions and background noise
• A workspace large enough to hold 2 large monitors, laptop, keyboard, mouse and docking station. Equipment is provided.
• Reliable, high-speed internet service, must be a traditional, wired high-speed connection such as cable or fiber
• Services that connect via a cellular network (mobile hotspot, fixed wireless, etc.) or satellite are incompatible
• Internet Speed: Minimum of 20Mbps download & 5Mbps upload

#HealthTexas

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 location, a candidate's education, training, experience, expected quality and quantity of work, required travel (if any), external market and internal value analysis including seniority and merit systems, as well as internal pay alignment. Annual salary is just one component of Maximus's total compensation package. Other rewards may include short- and long-term incentives as well as program-specific awards. Additionally, Maximus provides a variety of benefits to employees, including health insurance coverage, life and disability insurance, a retirement savings plan, paid holidays and paid time off. Compensation ranges may differ based on contract value but will be commensurate with job duties and relevant work experience. An applicant's salary history will not be used in determining compensation. Maximus will comply with regulatory minimum wage rates and exempt salary thresholds in all instances.

Accommodations

Maximus provides reasonable accommodations to individuals requiring assistance during any phase of the employment process due to a disability, medical condition, or physical or mental impairment. If you require assistance at any stage of the employment process—including accessing job postings, completing assessments, or participating in interviews,—please contact People Operations at [e-mail].

Minimum Salary

$
15.00

Maximum Salary

$
15.00