[Remote] Bilingual Customer Service Specialist

Note: The job is a remote job and is open to candidates in USA. Maximus is a provider of customer care and benefits enrollment services. The Bilingual Customer Service Specialist supports the Health Texas project by assisting customers in Spanish and English through telephone, IVR, web chat, and web-based portals, while processing enrollment services and resolving routine inquiries.

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

Skills

• High school diploma or GED required and 0-6 months of relevant professional experience required, or equivalent combination of education and experience
• Must be fluent in English and specified secondary language
• Demonstrated fluency in Spanish and English
• Ability to type efficiently
• Continuously demonstrate a high sense of urgency and perform under pressure
• Organization and work prioritization skills
• Basic computer aptitude in Windows and/or Mac
• Ability to handle 100+ calls a day, handle multiple repetitive calls

Benefits

• Paid, comprehensive training
• A $1.00 per hour increase to base pay after successfully completing the paid training program
• Full-time hybrid/remote work, with the first day onsite and the ability to continue remotely from home
• Professional development opportunities, including training programs, workshops, and conferences
• Maximus Wellness Program and Resources
• Employee perks and discounts
• Tuition reimbursement
• Recognition Platform
• Physical, emotional, and financial wellness resources through the Employee Assistance Program (EAP)
• Paid time off, holidays, and sick leave
• Short- and long-term disability coverage
• 401K Retirement Savings plan with company matching
• Medical, dental, vision, and prescription insurance plans
• Partially funded HSA
• Life insurance benefits
• Discounts on auto, home, renter's, and pet insurance
• Bonus opportunities based on performance
• Company-provided equipment, including two monitors, a laptop, keyboard, mouse, and docking station
• Health insurance coverage
• Life and disability insurance
• Retirement savings plan

Company Overview

Company H1B Sponsorship