Bilingual Customer Service Specialist - Remote in Lubbock, TX

Maximus

13d•Hybrid

About The Position

Maximus is currently hiring Bilingual Customer Service Specialist (Spanish/English) 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. Maximus provides paid, comprehensive training that equips you with the highest levels of knowledge and professionalism. This is a Full-time, Hybrid/Remote role. 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 Lubbock, TX. Our call center is open from 8AM - 6:30PM CST, Monday - Friday, with 8-hour shifts scheduled within the hours of operation.

Requirements

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
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
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
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

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.

Benefits

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 Support - 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