Customer Service Representative -33292

Customer Service Representative

Join our team as a dedicated Customer Service Representative to support the Georgia National Medical Support Notice (GA NMSN) project! This is a hybrid role requiring two in-office days per week in Atlanta, GA typically Monday and Wednesday though the schedule may shift depending on business needs. This position's hours are Monday-Friday 8a-5p ET. The role begins as a contingent position with one of our partnering agencies with the potential to become a Maximus employee at the 90-day mark, based on performance, attendance, and business approval. If you thrive in a fast-paced environment and have a passion for delivering excellent service while supporting families across Georgia, apply today!

Essential Duties and 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.
• Track and document all inquiries using the applicable systems.
• Complete associated tasks according to the established guidelines.
• Meet Quality Assurance (QA) and other key performance metrics.
• Facilitate the fulfillment of caller requests for materials via mail, email, or download.
• Transfer / refer consumers to appropriate entities according to the established guidelines.
• Escalate calls or issues to the appropriate designated staff for resolution as needed.
• Facilitate translation services for non-English speaking callers according to procedures.
• Attend meetings and trainings as requested and maintain up-to-date knowledge of all programs and systems.
• Exercise first-call resolution to minimize repeat contacts.
• Enter call wrap-up notes quickly and accurately.
• Attend full-time onsite training for 1-2 weeks.
• Work onsite at our Atlanta office at least twice per week.

This position is hybrid and will require a quiet workspace in your home for remote work. Home office requirements :

Minimum Requirements :

EEO Statement Maximus is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information and other legally protected characteristics.

Pay Transparency Maximus compensation is based on various factors including but not limited to job location, a candidate's education, training, experience, expected quality and quantity of work, required travel (if any), external market and internal value analysis including seniority and merit systems, as well as internal pay alignment. Annual salary is just one component of Maximus's total compensation package. Other rewards may include short- and long-term incentives as well as program-specific awards. Additionally, Maximus provides a variety of benefits to employees, including health insurance coverage, life and disability insurance, a retirement savings plan, paid holidays and paid time off. Compensation ranges may differ based on contract value but will be commensurate with job duties and relevant work experience. An applicant's salary history will not be used in determining compensation. Maximus will comply with regulatory minimum wage rates and exempt salary thresholds in all instances. Accommodations Maximus provides reasonable accommodations to individuals requiring assistance during any phase of the employment process due to a disability, medical condition, or physical or mental impairment. If you require assistance at any stage of the employment processincluding accessing job postings, completing assessments, or participating in interviews,please contact People Operations at applicantaccommodations@maximus.com.

Minimum Salary $ 14.86 Maximum Salary $ 14.86