Customer Service Specialist- Remote in Houston

ISHE; Houston, Northern (TX, KY); Hybrid; USD 20,664,000 - 27,552,000; Full time

Benefits offered by this job

Quarterly bonuses

Insurance coverage

401K plan

PTO & holidays

Disability benefits

Wellness program

Tuition reimbursement

Employee discounts

Job summary

Maximus is hiring Customer Service Specialists to support the Health Texas project, handling customer care and enrollment by phone, IVR, and web portals. Paid training ensures agents reach high levels of knowledge and professionalism.

These are full-time, with hybrid and fully remote options. Residency in Texas within 70 miles of Houston is required, and onsite Day 1 training is needed for equipment. Training includes a comprehensive benefits package and career development.

Qualifications

• High school diploma or GED required and 0-6 months of relevant professional experience.
• Must be able to work shifts between 8:00am and 6:30pm CST (7am and 5:30pm MST).
• Ability to type efficiently and handle 100+ calls a day.

Responsibilities

• Answer inquiries via telephone, IVR, web chat, or approved channels.
• Provide accurate information about programs and services to consumers and enrollees.
• Document and track all interactions in applicable systems; ensure accuracy.
• Escalate complex issues to appropriate staff for resolution.

Skills

Typing

Call handling

Customer service

Attendance

Education

High School Diploma or GED

Job description

Maximus is currently hiring Customer Service Specialists 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.

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 Join Maximus?

• Work/Life Balance Support - Flexibility tailored to your needs!
• Competitive Compensation - Quarterly 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 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 (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

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 workspace 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