Customer Service Representative

https:/www.scheurer.org/careers/; San Antonio (TX); Hybride; USD 32 000 - 42 000; Plein temps

Avantages offerts par ce poste

Competitive pay

Insurance plans

401K

PTO & holidays

EAP

Tuition reimbursement

Wellness program

Professional development

Employee discounts

Résumé du poste

Maximus is seeking Customer Service Representatives to support our Health Texas project by delivering customer care and benefit enrollment services via phone, IVR and web portals. The role includes paid training on site with a transition to hybrid work, allowing remote work days after onboarding.

Occasional on-site reporting may be required at our San Antonio, TX location. This full-time position offers comprehensive benefits and opportunities for growth within the company.

Qualifications

• High school diploma or GED required with 0–6 months of relevant experience.
• Demonstrates logical problem-solving, ability to multi-task, and troubleshooting approach.
• Proficient in handling high-volume calls and typing efficiently.
• Strong organizational skills and ability to work under pressure.
• Comfortable using Teams and standard computer tools.

Responsabilités

• Answer inquiries via telephone, IVR, web chat, and other channels per standards.
• Provide accurate information on programs and services to enrollees and providers.
• Document interactions and transactions in applicable systems.
• Navigate multiple systems while assisting customers and performing data entry.
• Facilitate delivery of customer materials via mail, email, or electronic means.
• Escalate complex issues to designated staff for resolution.
• Meet QA and productivity metrics; participate in trainings and meetings.

Connaissances

Customer service

Problem-solving

Multi-tasking

Typing

Time management

Teams proficiency

Computer literacy

Formation

High school diploma or GED

Outils

Teams

Windows/Mac

VPN access

Web portals

Description du poste

Maximus is currently hiring Customer Service Representatives 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.

Please note, these are full-time, hybrid roles- you will begin training on site for the first week and then have the option to work from home. There may be times you will be asked to report to our location in San Antonio, TX due to business needs.

Why Join Maximus?

• Competitive Compensation
• 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.
• Future Planning - Prepare for retirement with our 401K Retirement Savings plan and Company Matching.
• Paid Time Off Package - Enjoy PTO, Holidays, and sick leave,
• Holistic Wellness Support - Access resources for physical, emotional, and financial wellness through our Employee Assistance Program (EAP).
• Recognition Platform - Acknowledge and appreciate outstanding employee contributions.
• Tuition Reimbursement - Invest in your ongoing education and development.
• Employee Perks and Discounts - Additional benefits and discounts exclusively for employees.
• Maximus Wellness Program and Resources - Access a range of wellness programs and resources tailored to your needs.
• Professional Development Opportunities - Participate in training programs, workshops, and conferences

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 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 and/or whose performance is not at an acceptable level
• Must work and reside within Texas
• Must live within 70 miles of office site: San Antonio, Texas