Bilingual Russian Customer Service Representative (Remote - New York, NY)

This is a remote opportunity requiring residency within 100 miles of New York, NY.

About the role

Every day, Customer Service Representatives (CSRs) at Maximus are entrusted to serve some of the most vulnerable communities by providing customer care to millions of New Yorkers who need to maneuver through complex healthcare plans. Maximus provides paid, comprehensive training to ensure our customer service representatives care for each caller with the highest levels of knowledge and professionalism.

Responsibilities

• Answer incoming calls from consumers including the general public, prospective enrollees and people assisting enrollees or acting on their behalf in accordance with all performance standards, policy and procedures, and protocols including but not limited to the confidentiality and privacy policies.
• Respond effectively to all forms of inbound and outbound contacts.
• Track and document all inquiries using the applicable systems.
• Process new applications for health care coverage via the telephone including building tax household, household income, eligibility determinations, interpreting determinations made by the Marketplace, and enrollment into health plans.
• Transfer/refer consumers to appropriate entities according to the established guidelines.
• Process life event changes, demographic updates, disenrollment requests, and special enrollment periods as requested.
• Facilitate the fulfillment of caller requests for materials via mail, email, or download.
• Facilitate translation services for non-English speaking callers according to procedures.
• Escalate calls or issues to the appropriate designated staff for resolution as needed.
• Attend meetings and trainings as requested and maintain up-to-date knowledge of all programs and systems.
• Respond to all inquiries consistent with confidentiality and privacy policies and refer callers to alternate sources when appropriate.
• Meet Quality Assurance (QA) and other key performance metrics.
• Adhere to established safety standards.
• Remain in a stationary position for an extended period of time.
• Occasionally lift, carry, or otherwise move items weighing up to 25 pounds.
• Perform other duties as assigned by management.

Requirements

• High school diploma or GED required and 6+ months of relevant professional experience, or equivalent combination of education and experience.
• Proficiency in English and Russian language; must be able to speak, read, and translate fluently in both.
• Residency within 100 miles of New York, NY.
• Strong data entry and telephone skills.
• Excellent organizational, interpersonal, written, and verbal communication skills.
• Ability to perform comfortably in a fast-paced work environment.
• Ability to successfully execute many complex tasks simultaneously.
• Ability to work as a team member, as well as independently.
• Previous experience with computers, phone systems, and headsets preferred.
• Previous experience in customer service preferred.

Home Office Requirements

• Internet speed of 20mbps or higher (test at www.speedtest.net).
• Connectivity to the internet via either Wi-Fi or Category 5 or 6 ethernet patch cable to the home router.
• Must currently and permanently reside in the Continental US.

Benefits

• Competitive compensation with quarterly bonuses based on performance.
• Comprehensive insurance coverage including Medical, Dental, Vision, Prescription, and partially funded HSA.
• Life insurance benefits 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, along with 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.
• Maximus Wellness Program and resources.
• Professional development opportunities including training programs, workshops, and conferences.

Pay

$21.50 per hour.