[Remote] Bilingual Customer Service Specialist - Remote in El Paso, TX

Note: The job is a remote job and is open to candidates in USA. Maximus is an equal opportunity employer providing customer support and program services. The Bilingual Customer Service Specialist answers customer inquiries through multiple channels, provides accurate program information, documents interactions, resolves routine issues, and escalates complex matters. The role also facilitates translation services, meets performance standards, and completes required training and administrative duties.

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

• Short- and long-term incentives
• Program-specific awards
• Health insurance coverage
• Life and disability insurance
• A retirement savings plan
• Paid holidays
• Paid time off
• Equipment is provided
• Remote work from a home office, subject to working onsite on Day 1 for equipment training

Company Overview

• Maximus helps governments deliver on their mission with modern services that improve outcomes and citizen experiences. It was founded in 1975, and is headquartered in Mclean, Virginia, USA, with a workforce of 10001+ employees. Its website is http://www.maximus.com/.

Company H1B Sponsorship

• Maximus has a track record of offering H1B sponsorships, with 31 in 2026, 39 in 2025, 39 in 2024, 50 in 2023, 42 in 2022, 36 in 2021, 42 in 2020. Please note that this does not guarantee sponsorship for this specific role.