Customer Service Specialist - Remote in Waco, TX

Maximus; Waco (TX); Hybrid; USD 18,000 - 23,000; Full time

Benefits offered by this job

Training pay raise

Professional development

Wellness program

Employee perks

Tuition reimbursement

Recognition platform

Wellness support

PTO package

Retirement planning

Insurance coverage

Competitive pay

Job summary

Maximus is hiring a Customer Service Specialist to support the Health Texas project by delivering customer care and benefit enrollment via telephone, IVR and web portals. Training is provided, with a $1/hour pay increase after completion.

You will begin onsite for Day 1, then you will be able to continue remotely from home. This role requires residency in Texas within a 70-mile radius of Waco and offers full-time hours with a hybrid/remote work arrangement.

Qualifications

• 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 (8:00am–6:30pm)
• 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 channels according to performance standards.
• Provide accurate information regarding programs and services to consumers, enrollees, health plans, and providers.
• Track, document, and record all customer interactions in applicable systems.
• Complete tasks and transactions according to guidelines to ensure accuracy.
• 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.
• Transfer or refer customers to appropriate internal or external entities.
• Address inquiries and resolve routine issues to ensure appropriate actions or updates.
• Escalate unresolved, complex, or sensitive issues as needed.
• Facilitate translation services for non-English speaking customers.
• Communicate with supervisors regarding potential needs or issues.
• Meet QA, productivity, and other KPIs.
• Attend meetings and trainings and stay updated on programs and procedures.
• Perform other related duties as assigned by management.

Skills

Typing

Phone support

Multitasking

Data entry

Basic computer skills

Education

High school diploma or GED

Tools

IVR systems

Web portals

Call center software

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 you 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, Hybrid/Remote roles: You will begin onsite for your first day, then you will be able to continue remotely from home.

This position requires residency in the State of Texas and within a 70-mile radius of Waco, TX.

• - 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 Suppor t - 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 - Bonus opportunities based on performance

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.
• - 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 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