Bilingual Customer Service Representative - Client Support

Maximus is hiring Bilingual Customer Service Representatives to support the Health Texas project by providing customer care and benefit enrollment services via telephone, IVR, and web-based portals. This role offers hybrid and fully remote working arrangements for Texas residents within a 70-mile radius of the Houston Metro area.

About the role

Maximus provides paid, comprehensive training to equip representatives with the knowledge and professionalism needed for the role. Bilingual candidates must be fluent in both Spanish and English.

Schedule

Full-time, 8-hour shifts scheduled within call center hours: 8:00 AM – 6:30 PM CST, Monday – Friday.

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 while interacting with customers and perform accurate data entry.
• Facilitate fulfillment of 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 issues and escalate complex or sensitive matters 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 potential needs.
• Meet Quality Assurance (QA), productivity, and other key performance metrics.
• Attend required meetings and trainings to 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 both Spanish and English (bilingual assessment required).
• Availability to work shifts between 8:00 AM and 6:30 PM CST.
• Ability to type efficiently and handle 100+ calls per day under pressure.
• Excellent attendance (no time off during training).
• Strong organization, prioritization, and basic computer skills (Windows/Mac).
• Must be a Texas resident within a 70-mile radius of the Houston Metro area.
• Day 1 requirements:
  • Onsite attendance for equipment training.
  • Completion of classroom and on-the-job training with no missed time.
  • Willingness to use a webcam during training and meetings as instructed.
• Home office requirements:
  • A quiet, professional workspace free from distractions and background noise.
  • Space to accommodate two large monitors, a laptop, keyboard, mouse, and docking station (equipment provided).
  • Reliable, high-speed wired internet (cable or fiber) with minimum speeds of 20 Mbps download and 5 Mbps upload (cellular/satellite connections incompatible).

Benefits

• Competitive compensation with quarterly performance-based bonuses.
• Comprehensive insurance coverage, including:
  • Medical, dental, vision, and prescription plans.
  • Partially funded Health Savings Account (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, plus short- and long-term disability coverage.
• Employee Assistance Program (EAP) for physical, emotional, and financial wellness.
• Employee recognition platform for outstanding contributions.
• Tuition reimbursement for ongoing education and development.
• Exclusive employee perks and discounts.
• Access to wellness programs and resources.
• Professional development opportunities, including training programs, workshops, and conferences.

Pay

$15.00 per hour.