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 candidates residing in Texas within a 70-mile radius of the Dallas-Fort Worth Metro area.

About the role

Maximus provides paid, comprehensive training to equip Customer Service Representatives with the knowledge and professionalism needed for the role. Bilingual fluency in both Spanish and English is required.

Schedule

Our call center operates from 8:00 AM to 6:30 PM CST, Monday through Friday. Shifts are 8 hours long and scheduled within these operating hours.

Responsibilities

• Answer incoming customer inquiries via telephone, Interactive Voice Response (IVR), web chat, or other approved contact channels while adhering to performance standards, policies, and confidentiality requirements.
• Provide accurate information about programs and services to consumers, prospective enrollees, health plans, and providers.
• Track, document, and record all customer interactions, inquiries, complaints, actions taken, and transactions in applicable systems.
• Complete tasks and transactions according to established guidelines to ensure accuracy and completeness.
• Navigate multiple computer systems while interacting with customers 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 as needed.
• Facilitate translation or interpretation services for non-English speaking customers.
• Communicate with supervisors regarding service delivery needs, concerns, or issues.
• 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 both Spanish and English; bilingual candidates must pass a bilingual assessment.
• Availability to work shifts between 8:00 AM and 6:30 PM CST.
• Ability to type efficiently and handle 100+ calls per day, including repetitive calls.
• Excellent attendance (no time off during training).
• Strong organization, work prioritization, and time management skills.
• Basic computer aptitude in Windows and/or Mac.
• Must demonstrate a high sense of urgency and perform under pressure.
• Residency in Texas within a 70-mile radius of the Dallas-Fort Worth Metro area.

Day 1 Requirements

• Must work onsite on Day 1 for equipment training.
• Must complete classroom and on-the-job training with no time missed.
• Must be willing and able to work with a webcam on during training and other meetings as instructed.

Home Office Requirements

• A quiet, professional workspace free from distractions and background noise.
• Workspace large enough to accommodate two large monitors, a laptop, keyboard, mouse, and docking station (equipment provided).
• Reliable, high-speed wired internet connection (cable or fiber); cellular or satellite-based services are incompatible.
• Minimum internet speed: 20 Mbps download and 5 Mbps upload.

Benefits

• Competitive compensation with quarterly performance-based bonuses.
• 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, 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.
• Employee perks, discounts, and access to wellness programs.
• Professional development opportunities, including training programs, workshops, and conferences.

Pay

$15.00 per hour.