Bilingual Customer Service Representative

Maximus is hiring Bilingual Customer Service Representatives (Spanish & English) to support the Health Texas project by providing customer care and benefit enrollment services via telephone, IVR, and web-based portals. This is a full-time, hybrid role with the first week of training on-site in San Antonio, TX, followed by remote work. Occasional on-site attendance may be required for business needs.

About the Role

• Paid, comprehensive training provided to equip CSRs with the knowledge and professionalism needed for the role.
• Hybrid work arrangement: first week of training on-site, then optional remote work with potential on-site requirements.
• Must work and reside within Texas, within 70 miles of the San Antonio office.

Responsibilities

• Answer incoming customer inquiries via telephone, IVR, web chat, or other approved channels while adhering to performance standards, policies, and confidentiality requirements.
• Provide accurate information about programs and services to consumers, enrollees, health plans, and providers.
• Track, document, and record all customer interactions, inquiries, complaints, and transactions in applicable systems.
• Complete tasks and transactions according to established guidelines to ensure accuracy.
• Navigate multiple computer systems during customer interactions and perform accurate data entry.
• Facilitate customer requests for materials via mail, email, or electronic delivery.
• Transfer or refer customers to appropriate internal or external entities following established guidelines.
• Resolve routine customer inquiries and escalate complex or sensitive issues to designated staff or departments.
• Provide translation or interpretation services for non-English speaking customers as needed.
• Communicate with supervisors regarding service delivery concerns or needs.
• Meet Quality Assurance (QA), productivity, and other key performance metrics.
• Attend required meetings and trainings, and maintain up-to-date knowledge of programs, systems, policies, and procedures.
• Perform other related duties as assigned by management.

Requirements

• High school diploma or GED required; 0-6 months of relevant professional experience or equivalent combination of education and experience.
• Fluency in English and Spanish (bilingual assessment required).
• Logical problem-solving skills, ability to multi-task, and proficiency in troubleshooting.
• Experience managing repetitive, high-volume calls.
• Proficient typing skills.
• Strong sense of urgency and ability to perform well under pressure.
• Strong organizational and work prioritization abilities.
• Proficiency in Microsoft Teams and fundamental computer skills (Windows/Mac).
• Available to work any 8-hour shift Monday to Friday, 8:00 a.m. to 6:30 p.m. (Central Time).

Training Requirements

• Must work on-site for the first week of training.
• Must complete classroom and on-the-job training without missing any time.

Remote Work Guidelines

• Workspace must be quiet, free of distractions, and without background noise.
• Workspace must accommodate 2 monitors, a laptop, keyboard, mouse, and docking station (equipment provided by Maximus).
• Web camera required for training, meetings, or as requested by management, with adequate lighting and visibility.
• Internet must be a wired high-speed connection (cable or fiber) with a minimum of 20 Mbps download and 5 Mbps upload.
• Must disable modem firewalls to ensure proper VPN and product access.
• Ethernet cable must connect directly from the modem/router to the computer (Wi-Fi via cellular, mobile hotspots, fixed wireless, or satellite is not permitted).
• May be required to work on-site if remote work guidelines are not met or performance is unsatisfactory.

Benefits

• Competitive compensation.
• Comprehensive insurance coverage, including Medical, Dental, Vision, Prescription, and partially funded HSA.
• Life insurance and discounts on Auto, Home, Renter’s, and Pet insurance.
• 401K Retirement Savings plan with company matching.
• Paid Time Off (PTO), holidays, and sick leave.
• Employee Assistance Program (EAP) for physical, emotional, and financial wellness.
• Recognition platform for outstanding employee contributions.
• Tuition reimbursement for ongoing education and development.
• Employee perks and discounts.
• Maximus Wellness Program and resources.
• Professional development opportunities, including training programs, workshops, and conferences.

Pay

$15.00 per hour (minimum and maximum salary for this role).