Bilingual Customer Service Representative - Spanish

Maximus is hiring Bilingual Customer Service Representatives (English and Spanish) in the El Paso, TX area to support the Health Texas Enrollment Broker project. Training classes start in October and November.

About the role

This full-time, hourly position is fully remote. Shifts are 8 hours long, scheduled within the call center’s operating hours of 7:15 am – 5:30 pm MST, Monday through Friday.

Responsibilities

• Answer incoming customer inquiries via telephone, Interactive Voice Response (IVR), web chat, or other approved channels while adhering to performance standards, policies, procedures, and confidentiality requirements.
• Provide accurate information about programs and services to consumers, prospective enrollees, authorized representatives, health plans, and providers.
• Track, document, and record all customer interactions, inquiries, complaints, 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 during customer interactions 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 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.

Requirements

• High school diploma or GED required; 0–6 months of relevant professional experience, or equivalent combination of education and experience.
• Fluent in both English and Spanish.
• Must reside within 70 miles of El Paso, TX (must live in Texas).
• 6 months of customer service experience preferred.

Home Office Requirements

• Reliable, high-speed internet service with minimum 25 Mbps download (50 Mbps for shared connectivity) and 5 Mbps upload (10 Mbps for shared connectivity).
• Traditional, wired high-speed connection (cable or fiber); cellular (mobile hotspot, fixed wireless) or satellite services are incompatible.
• Computer must connect directly to modem or router via ethernet cable; Wi-Fi connections are not allowed.
• Quiet, distraction-free workspace.
• Maximus will supply computer equipment.

Benefits

• Competitive compensation with performance-based bonuses.
• Comprehensive insurance coverage: Medical, Dental, Vision, Prescription, and partially funded HSA; Life insurance; discounts on Auto, Home, Renter’s, and Pet insurance.
• 401K Retirement Savings plan with company matching.
• Paid Time Off (PTO), holidays, and sick leave; 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 and discounts.
• Maximus Wellness Program and resources.
• Professional development opportunities, including training programs, workshops, and conferences.

Pay

$17.00 per hour.