Customer Service Representative Jobs

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. During these uncertain times we ensure that we are delivering the best outcomes possible for our clients and customers - ensuring every action is thoughtful, open, transparent, and done with integrity. To prepare you for this role, Maximus provides paid, comprehensive training which ensures our customer service representatives care for each caller with the highest levels of knowledge and professionalism.

Please note this job posting is for upcoming classes in Albany, NY. This position requires_ 6 weeks of onsite training_. After successful completion of training, there is the opportunity to work remotely.

Pay and Benefits:

• A variety of weekday and weekend shifts that meet lifestyle and family goals
• Quarterly Bonus opportunity up to 5% of your quarterly earnings
• Career development and promotional opportunities
• Medical, Dental and Vision benefits
• $500+ in referral incentives
• Employee Wellness and Discount Programs
• $1,500 Retention Bonus (New Hires only, eligible after 120 days of successful employment)
• No cold calling, sales, or collection calls
• Base rate $19.75/hr
• 401K with company match
• A supportive environment with peers who share your passion for improving people’s lives
• Employee Assistance Program (EAP)
• Paid accrued time off and 10 paid holidays

Responsibilities:

• 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.
• Perform co-browse interactions with consumers seeking assistance with the application process via the NYSOH, as necessary
• Track and document all inquiries using the applicable systems.
• Attends meetings and trainings as requested and maintains up-to-date knowledge of all programs and systems.
• 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.
• Responsible for adhering to established safety standards.
• Process life event changes, demographic updates, disenrollment requests, and special enrollment periods as requested.
• Must be able to remain in a stationary position for an extended period of time
• Facilitate the fulfillment of caller requests for materials via mail, email, or download.
• Occasionally lifts, carries, or otherwise moves items weighing up to 25 pounds
• Meet Quality Assurance (QA) and other key performance metrics.
• Escalate calls or issues to the appropriate designated staff for resolution as needed.
• Respond to all inquiries consistent with confidentiality and privacy policies and refers callers to alternate sources when appropriate.
• Transfer/refer consumers to appropriate entities according to the established guidelines.

Education and Qualifications:

• Must be able to speak and read English fluently
• High School Diploma or equivalent
• Previous experience with computers, phone systems, and headsets preferred
• Must have excellent interpersonal skills and the ability to organize simultaneous tasks
• Ability to work as a member of a team
• Ability to work within established turnaround times
• Spanish fluency is desirable
• 0 – 1 years of experience, previous experience in customer service preferred

Job Type: Full-time

Pay: $19.75 per hour

Benefits:

• Health insurance
• 401(k)
• Dental insurance

Experience level:

• Under 1 year

Work setting:

• In-person

Work Location: One location