Customer Service Representative (Remote - Rochester, NY)

Maximus; City of Rochester (NY); Hybrid; USD 23,000 - 32,000; Full time

Benefits offered by this job

Annual bonuses

Health insurance

401K with company match

PTO & holidays

EAP & wellness resources

Tuition reimbursement

Employee discounts

Wellness program

Professional development

Job summary

Maximus is hiring Customer Service Representatives for the NYS OH team in Rochester. The role requires 5 days of onsite training with a subsequent opportunity to work remotely, and candidates must reside within 100 miles of Rochester, NY.

CSRs handle calls from enrollees, document inquiries, process applications, and maintain high standards of accuracy and privacy. Training is paid and designed to prepare you for success in a fast-paced environment.

Qualifications

• High school diploma or GED with 6+ months of relevant experience or equivalent.
• Strong data entry, telephone, and communication skills.
• Ability to work in a fast-paced environment and handle multiple tasks.
• Experience with computers, phone systems, and headsets preferred.

Responsibilities

• Answer incoming calls from consumers and enrollees in line with policies.
• Respond to inbound/outbound inquiries and document all interactions.
• Refer callers to appropriate entities and escalate issues as needed.
• Process health plan applications and updates via telephone.
• Meet QA metrics and maintain confidentiality and privacy standards.

Skills

Data entry

Telephone skills

Organizational skills

Written & verbal communication

Multitasking

Teamwork

Independence

Customer service

Education

High school diploma or GED

Tools

Computers

Phone systems

Headsets

Job description

Description & Requirements

Maximus is currently hiring for Customer Service Representatives to join our New York State of Health (NYSOH) team. This opportunity requires 5 days of onsite training in Rochester, NY with opportunity to work remotely after successful completion of the 5 days onsite. Candidates must reside within 100 miles of Rochester, NY.

General information

Date Wednesday, October 7, 2026

City Rochester

State NY

Country United States

Working time Full-time

Description & Requirements

Maximus is currently hiring for Customer Service Representatives to join our New York State of Health (NYSOH) team. This opportunity requires 5 days of onsite training in Rochester, NY with opportunity to work remotely after successful completion of the 5 days onsite. Candidates must reside within 100 miles of Rochester, NY.

Every day, Customer Service Representatives (CSRs) at Maximus are entrusted to serve some of the most vulnerable communities by providing customer care to millions of New Yorkers who need to maneuver through complex healthcare plans. During these uncertain times we ensure that we are delivering the best outcomes possible for our clients and customers - ensuring every action is thoughtful, open, transparent, and done with integrity. To prepare you for this role, Maximus provides paid, comprehensive training which ensures our customer service representatives care for each caller with the highest levels of knowledge and professionalism.

Why Maximus?

• Competitive Compensation - Annual bonuses based on performance included!
• 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, along with Short and Long Term Disability coverage.
• 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 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.
• Respond effectively to all forms of inbound and outbound contacts.
• Track and document all inquiries using the applicable systems.
• Transfer/refer consumers to appropriate entities according to the established guidelines.

Facilitate the fulfillment of caller requests for materials via mail, email, or download.

• Facilitate translation services for non-English speaking callers according to procedures.
• Escalate calls or issues to the appropriate designated staff for resolution as needed.
• Attend meetings and trainings as requested and maintain up-to-date knowledge of all programs and systems.
• Process new applications for health care coverage via telephone including building tax household, household income, eligibility determinations, interpreting determinations made by the Marketplace, and enrollment into health plans.
• Process life event changes, demographic updates, disenrollment requests, and special enrollment periods as requested.
• Respond to all inquiries consistent with confidentiality and privacy policies and refer callers to alternate sources when appropriate.
• Meet Quality Assurance (QA) and other key performance metrics.
• Responsible for adhering to established safety standards.
• Must be able to remain in a stationary position for an extended period of time.
• Occasionally lift, carry, or otherwise move items weighing up to 25 pounds.
• Work is constantly performed in an office environment.
• Perform other duties as assigned by management.

Minimum Requirements

• High school diploma or GED required and 6+ months of relevant professional experience required, or equivalent combination of education and experience.
• Residency within 100 miles of Rochester, NY.
• Strong data entry and telephone skills.
• Excellent organizational, interpersonal, written, and verbal communication skills.
• Ability to perform comfortably in a fast-paced work environment.
• Ability to successfully execute many complex tasks simultaneously.
• Ability to work as a team member, as well as independently.
• Previous experience with computers, phone systems, and headsets preferred.
• Previous experience in customer service preferred.

Home Office Requirements

• Internet speed of 20mbps or higher required (you can test this by going to www.speedtest.net).
• Connectivity to the internet via either Wi-Fi or Category 5 or 6 ethernet patch cable to the home router.
• Must currently and permanently reside in the Continental US.

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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

$ 20.00

Maximum Salary

$ 20.00