Customer Service Representative

Maximus; El Paso (TX); On-site; USD 18,000 - 26,000; Full time

Job summary

Maximus is seeking a Customer Service Associate in El Paso, TX to handle incoming inquiries via phone, IVR, and web chat and provide accurate program information to consumers, enrollees, providers, and health plans.

You will document all interactions, perform data entry across multiple systems, and coordinate materials delivery while ensuring privacy and QA targets are met. A high school diploma or GED and 0-6 months of experience are required, with residence within 70 miles of El Paso.

Qualifications

• High school diploma or GED required.
• 0-6 months of relevant professional experience or equivalent.
• Must reside within 70 miles of El Paso, TX (Must live in Texas).
• Ability to enter data accurately and maintain confidentiality.

Responsibilities

• Answer incoming customer inquiries via telephone, IVR, web chat, or other channels.
• Provide accurate information about programs and services to consumers, enrollees, health plans, and providers.
• Track, document, and record all interactions and transactions in applicable systems.
• Perform data entry and navigate multiple computer systems during interactions.
• Fulfill requests for materials via mail, email, or electronic delivery as appropriate.
• Transfer or refer customers to appropriate internal or external entities per guidelines.
• Escalate unresolved or complex issues to designated staff for resolution.
• Facilitate translation or interpretation for non-English customers per procedures.
• Maintain QA, productivity, and other performance metrics; attend trainings and meetings.

Skills

Customer service

Data entry

Communication

Multitasking

Education

High school diploma or GED

Job description

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.Program Specific Requirements:- High School diploma or equivalent- 6 months of customer service experience preferred.- Must reside within 70 miles of El Paso, TX (Must live in Texas)Home Office Requirements:- Reliable, high-speed internet service- Minimum 25 Mbps download speeds for a singer user, 50 Mbps for shared internet connectivity- Minimum 5 Mbps upload speeds for a single user, 10 Mbps for shared internet connectivity- 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- Must be able to connect your computer directly to your modem or router via ethernet cable, Wi-Fi connections are not allowed- Quiet and distraction-free workspace- Maximus will supply your computer equipmentEEO StatementMaximus 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 TransparencyMaximus 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.AccommodationsMaximus 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$16.00Maximum Salary$16.00