Customer Service Specialist - Remote in Arlington

Maximus; Arlington (TX); Hybrid; USD 16,000 - 23,000; Full time

Benefits offered by this job

Training Completion Pay Increase

Professional Development Opportunities

Wellness Program and Resources

Employee Perks and Discounts

Tuition Reimbursement

Recognition Platform

EAP Wellness Support

Paid Time Off and Disability coverage

401K with Company Matching

Comprehensive Insurance Coverage

Job summary

Maximus is seeking a Customer Service Specialist to support the Health Texas project, providing customer care and benefit enrollment via telephone, IVR, and web portals. Training is paid and concludes with a $1/hour raise to base pay.

The role offers full-time hours with hybrid and fully remote options, and requires Texas residency within 70 miles of the Dallas/Fort Worth Arlington area. Responsibilities include handling inquiries, documenting interactions, data entry, and coordinating materials

Qualifications

• High school diploma or GED required with 0–6 months of relevant professional experience.
• Availability to work shifts between 8:00am and 6:30pm CST.
• 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.

Responsibilities

• Answer incoming customer inquiries via telephone, IVR, web chat, or other approved channels.
• Provide accurate information about programs and services to consumers, enrollees, health plans, and providers.
• Track and document all customer interactions in applicable systems.
• Complete tasks and transactions according to guidelines for accuracy.
• Navigate multiple computer systems while interacting with customers and perform data entry.
• Facilitate fulfillment of customer requests for materials via mail, email, or electronic delivery.
• Transfer or refer customers to appropriate internal or external entities.
• Address inquiries and resolve routine issues to ensure updates are completed.
• Escalate complex issues for further investigation.
• Facilitate translation services for non-English customers as needed.
• Communicate with supervisors about needs or issues impacting service delivery.
• Meet QA, productivity, and other KPIs.
• Attend meetings and trainings and stay updated on programs and policies.
• Perform other duties as assigned by management.

Skills

Typing efficiently

Customer service

Urgency under pressure

Organization & prioritization

Basic computer aptitude

High call-volume handling

Education

High school diploma or GED

Job description

Maximus is currently hiring 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.

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 Dallas/Fort Worth Metro/Arlington 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

References

1. https://youtu.be/nsDwP613fZ0?si=EjXHJO8tr9GQVBVp

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.
• '- Availability to work shifts between 8:00am and 6:30pm CST
• 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

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 #LI-Remote

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.

Minimum Salary

$14

Maximum Salary

$14