Remote CSR II - Healthcare Enrollment & Support

Colorado Psychiatric; McAllen, Northern (TX, KY); Hybrid; USD 19,000 - 28,000; Full time

Job summary

Maximus is seeking a Customer Service Representative II to support OPM Healthcare enrollment information remotely from within 75 miles of McAllen, TX. The role requires English/Spanish fluency, 60 days in CSR I, and ability to type at least 20 WPM.

You will handle routine inquiries via phone, email, chat, and more, with on-site clearance processes and equipment provided as needed. Expect an 8-hour CST shift (7am–7pm), potential overtime, and a short-term assignment of 6–8 weeks.

Qualifications

• Minimum 60 days experience as a OPM Customer Service Representative I required. Six (6) months experience preferred.
• Must be able to speak and read English and Spanish clearly, professionally and fluently.
• Must be able to type a minimum of 20 WPM.
• Ability to effectively work within established contractual turnaround times required.
• Must have demonstrated excellent interpersonal and leadership skills and the ability to organize simultaneous tasks.
• Proven ability to work as a member of a team.
• Experience answering OPM calls is required.
• Regular and predictable attendance is required.
• Must be able to pass a government background check.
• Must be a U.S. Citizen.

Responsibilities

• Provides customer service for basic and routine inquiries and problems via multiple possible channels (i.e. telephone, emails, web chats, or written letters).
• Calls are predominantly routine, but may require deviation from standard screens, scripts, and procedures.
• Uses computerized system for tracking, information gathering, and/or troubleshooting.
• Provides feedback when needed, provide input on call trends, processes, procedures, and training.
• May respond to customer inquiries by referring them to published materials, secondary sources, or more senior staff.
• Provide knowledgeable responses to telephone, email and chat inquiries in a courteous and professional; utilizing training and work instruction documents
• Accept and assist all customers transferred from Customer Service Representative I
• Provide the location of reference material when responding to a Customer Service Representative I question
• Continually look for and suggest process improvements, which will benefit GDIT and our customers (internal and external)
• Make process improvement suggestions to the Customer Service Supervisor
• The OPM Customer Service Representative III training session will also consist of more detailed training and focus on the below topics:Call Handling (accepting transfers from Customer Service Representative I)
• Escalations to the Customer Service Supervisor
• Submitting improvement suggestions to the Customer Service Supervisor
• Follow established and documented policies and standard operating procedures, such as, filling out timesheets and adhering to privacy rules
• May be required to work scheduled holidays. Overtime may be required

Skills

bilingual fluency

customer service

typing 20 wpm

Education

High school diploma or equivalent

Job description

Maximus is seeking a Customer Service Representative II to support OPM Healthcare enrollment information remotely from within 75 miles of McAllen, TX. The role requires English/Spanish fluency, 60 days in CSR I, and ability to type at least 20 WPM.

You will handle routine inquiries via phone, email, chat, and more, with on-site clearance processes and equipment provided as needed. Expect an 8-hour CST shift (7am–7pm), potential overtime, and a short-term assignment of 6–8 weeks.