Customer Service Representative - Remote in Oklahoma City

About the role

Maximus is hiring Customer Service Representatives to support our project with 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.

Responsibilities

• Answer incoming customer inquiries via telephone, Interactive Voice Response (IVR), web chat, or other approved contact channels in accordance with performance standards, policies, procedures, and confidentiality requirements.
• Provide accurate information regarding programs and services to consumers, prospective enrollees, individuals acting on behalf of enrollees, health plans, and providers.
• Track, document, and record all customer interactions, inquiries, complaints, comments, 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 while interacting with customers and perform data entry accurately.
• Facilitate fulfillment of customer requests for materials via mail, email, or electronic delivery as appropriate.
• Transfer or refer customers to appropriate internal or external entities in accordance with established guidelines.
• Address customer inquiries and resolve routine issues to ensure appropriate actions or updates are completed.
• Escalate unresolved, complex, or sensitive issues or grievances to designated staff or departments for further investigation or resolution as needed.
• Facilitate 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.
• Must pass all pre-employment screenings, including a background check.
• Must reside in or within 40 miles of Oklahoma City.
• Customer service experience preferred.
• Call center service experience preferred.

Home Office Requirements

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

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, extended sick leave, and 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.
• Professional development opportunities, including training programs, workshops, and conferences.

Pay

Starting salary: $14.00 per hour.