Customer Service Representative

Michigan Resident Call Center Position

Must be a Michigan resident to qualify for this role. RJP (Real Job Preview) Zoom call with the Maximus team will be on November 5 from 1 : 00-2 : 30, equipment pick up will be on November 18th in East Lansing, and the position will start on November 19th. Equipment pickup will be paid 4 hours. Practice RJP will be on October 30th with me at 3PM EST. Position will be remote indefinitely at this time. Must have a quiet place to work without distractions, internet speed of 25 mbps. Hours : Monday - Friday. Must be available from 8am-5pm. Answer inbound calls providing education, enrollment, and helpline services for the State of Michigan. This specific role will be assisting clients with the MIBridges program that helps Michigan residents apply for monetary assistance such as food stamps and childcare. They will help clients that may be having trouble navigating the website or individuals that do not have access to the website. This call center serves as the tier 1 helpdesk for the new MIBridges Portal. They answer questions about navigating the portal, applying for benefits, connecting with community partner organizations, and account / password resets. Process enrollment forms received. Document all calls received in State or Project systems. Report system issues, concerns, or discrepancies.

1. Responds to enrollment, eligibility, or helpline services calls and questions, mails information in response to requests, and refers callers or their concerns to the appropriate department and documents the call in the appropriate systems.

2. Educates beneficiaries on managed care or other DCH programs.

3. Verifies enrollment and case information in CRM, Champs, and MAXeb. Maintains updated knowledge of plans and providers that are available to beneficiaries.

4. Assists beneficiaries in enrolling / disenrolling in plans, and in selecting a Primary Care Provider, including entering enrollments into the appropriate system. Answers caller questions about completing applications.

5. Reviews enrollment forms for accuracy and completeness.

6. Assists beneficiaries with attestations and / or exemption forms in compliance with MDHHS requirements. Sends necessary letters to beneficiaries.

7. Maintains updated knowledge of the project.

8. Assists with on-the-job training for employees as necessary.

9. Raises issues of concern and / or problems to the attention of the Lead Client Service Representative, Supervisor, or Call Center Manager.

10. Meets all standards established for the position as outlined in the attached performance criteria.

11. Performs other duties as may be assigned by management.

Skills : Customer Service, Customer Service Oriented, Microsoft Office, Email, CSR, Phones, Data Entry, High Volume Calls, Typing, Call Center Experience, Health Care

Top Skills : Customer Service, Customer Service Oriented, Microsoft Office, Email

Additional Skills & Qualifications : Must have : Feel comfortable working on a computer and the ability to use dual monitors. 35 WPM on typing test that we will give (test scores will be uploaded into Fieldglass). They will have to talk and type at the same time (real time) while taking calls. Great communication both verbal and written. Clear and articulate speech as this position is over the phone. Customer service experience (could be call center, retail, banking, face to face or over the phone customer service). Shift flexible. Nice to haves : Benefit enrollment experience. Champs, CRM, MAXeb experience. Large volume call experience. Experience Level : Entry Level.

Pay and Benefits : The pay range for this position is $15.00 - $15.00 / hr. Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following : Medical, dental & vision. Critical Illness, Accident, and Hospital. 401(k) Retirement Plan Pre-tax and Roth post-tax contributions available. Life Insurance (Voluntary Life & AD&D for the employee and dependents). Short and long-term disability. Health Spending Account (HSA). Transportation benefits. Employee Assistance Program. Time Off / Leave (PTO, Vacation or Sick Leave).

Workplace Type : This is a fully remote position. Application Deadline : This position is anticipated to close on Nov 3, 2025.