Trilingual Mandarin/Cantonese Customer Service Representative (Remote - New York, NY

Maximus is hiring Trilingual Mandarin/Cantonese Customer Service Representatives for the New York State of Health (NYSOH) team. This remote role requires residency within 100 miles of New York, NY.

About the role

Customer Service Representatives (CSRs) at Maximus serve vulnerable communities by providing customer care to New Yorkers navigating complex healthcare plans. Maximus provides paid, comprehensive training to ensure representatives deliver knowledgeable and professional service.

Responsibilities

• Answer incoming calls from consumers, including the general public, prospective enrollees, and their representatives, adhering to performance standards, policies, and confidentiality requirements.
• Respond to all forms of inbound and outbound contacts effectively.
• Track and document inquiries using applicable systems.
• Process new applications for healthcare coverage via telephone, including building tax households, determining eligibility, interpreting Marketplace determinations, and enrolling individuals in health plans.
• Transfer or refer consumers to appropriate entities following established guidelines.
• Process life event changes, demographic updates, disenrollment requests, and special enrollment periods.
• Facilitate requests for materials via mail, email, or download.
• Provide translation services for non-English speaking callers as needed.
• Escalate calls or issues to designated staff for resolution.
• Attend meetings and trainings to maintain up-to-date knowledge of programs and systems.
• Respond to inquiries while adhering to confidentiality and privacy policies.
• Meet Quality Assurance (QA) and other key performance metrics.
• Adhere to established safety standards.
• Perform other duties as assigned by management.

Requirements

• High school diploma or GED required; 6+ months of relevant professional experience or equivalent combination of education and experience.
• Proficiency in English, Mandarin, and Cantonese (speaking, reading, and translation).
• Residency within 100 miles of New York, NY.
• Strong data entry and telephone skills.
• Excellent organizational, interpersonal, written, and verbal communication skills.
• Ability to work comfortably in a fast-paced environment and manage multiple complex tasks simultaneously.
• Ability to work both independently and as part of a team.
• Previous experience with computers, phone systems, and headsets preferred.
• Previous customer service experience preferred.

Home Office Requirements

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

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

Pay

$22.50 per hour.