Bilingual Customer Service Representative - Remote in Oklahoma City

About the role

Maximus is hiring Bilingual Customer Service Representatives to support the Oklahoma SoonerCare Program by providing customer care and enrollment services via telephone, IVR, and web-based portals. This full-time position offers the choice to work onsite or remotely from home. Paid, comprehensive training is provided to equip CSRs with the necessary knowledge and professionalism.

To be eligible, you must reside in or within 40 miles of Oklahoma City and be fluent in both Spanish and English.

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, and transactions in applicable systems.
• Complete associated 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 customer inquiries and escalate complex or sensitive issues to designated staff or departments as needed.
• Provide translation or interpretation services for non-English speaking customers.
• Communicate with supervisors regarding potential needs, concerns, or service delivery 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.
• Must be fluent in both English and Spanish (speaking, writing, and translating).
• Must pass all pre-employment screenings, including a background check.
• Must reside in or within 40 miles of Oklahoma City.
• Customer service or call center experience preferred.

Home Office Requirements

• Reliable, high-speed internet service with minimum 40 Mbps download speeds.
• Traditional, wired high-speed connection (cable or fiber); cellular or satellite connections are incompatible.
• Must connect your computer directly to your modem or router via ethernet cable (WiFi not allowed).
• Quiet and distraction-free workspace.

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, extended sick leave, and Short/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.