Bilingual Customer Service Representative - Vietnamese

Maximus is hiring Bilingual Customer Service Representatives (Vietnamese and English) in Texas to support the Health Texas Enrollment Broker project. This fully remote, full-time hourly position involves providing customer care and enrollment services via telephone, IVR, and web-based portals. Training classes start in October and November.

Schedule

Our call center operates from 7:15 am - 5:30 pm MST, Monday - Friday. 8-hour shifts are scheduled within these hours of operation.

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 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.
• Facilitate translation or interpretation services for non-English speaking customers as needed.
• Communicate with supervisors regarding service delivery 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.
• Must be fluent in both English and Vietnamese.
• Must reside in the state of 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.
• Must connect your computer directly to your modem or router via ethernet cable; Wi-Fi connections are not allowed.
• Quiet and distraction-free workspace.
• Maximus will supply computer equipment.

Benefits

• Competitive compensation with 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.
• Recognition platform for outstanding employee contributions.
• Tuition reimbursement for ongoing education and development.
• Employee perks and discounts.
• Access to wellness programs and resources through the Maximus Wellness Program.
• Professional development opportunities, including training programs, workshops, and conferences.

Pay

$17.00 per hour.