Bilingual Customer Service Representative - El Paso, TX (Spanish & English Calls)

Description & Requirements

Maximus is currently hiring Bilingual Customer Service Representatives to join our team! This position is responsible for supporting Health Texas by providing customer care and enrollment services via telephone, IVR and web-based portals. To prepare for this role, Maximus provides paid, comprehensive training that equips our CSRs with the highest levels of knowledge and professionalism.

Please note, these are Full-time, Hybrid/Remote roles- you will do equipment training half day at the site and all training will be completed from home.

What We Can Offer You:

• An awesome work schedule:

• Our call center is open from 8AM - 6:30PM MST, Monday - Friday

• 8 hour shifts are scheduled within the hours of operation

• Medical, Dental, Vision benefits

• Paid Time Off

• Employee Assistance Program (EAP)

• Employee Wellness and Discount Programs

• A supportive environment with career development and promotional opportunities

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.

• Track and document all inquiries using the applicable systems.

• 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.

Primary 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.

• Track and document all inquiries using the applicable systems.

• 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.

Additional Requirements:

• Customer Service experience preferred

• Must reside in or within 70 miles of El Paso, TX

• Must be willing and able to go onsite to pick up equipment and complete half day equipment training.

• Must be able to complete full 120 training with no time missed.

• Bilingual candidates must be able to read, speak, and write in Spanish and English fluently

Home Office Requirements:

• Reliable, high-speed internet service

• Services that connect via a cellular network (mobile hotspot, fixed wireless, etc.) or satellite are incompatible

• Minimum 20 Mbps download speeds

• Must be a traditional, wired high-speed connection such as cable or fiber

• Must be able to connect your computer directly to your modem or router via ethernet cable, Wi-Fi connections are not allowed

• Quiet and distraction-free workspace

#HealthTexas

Minimum Requirements

Minimum Requirements:

• High school diploma or GED required and 0-6 months of relevant professional experience required, or equivalent combination of education and experience.

• Must be fluent in English and specified secondary language.

EEO Statement

Active military service members, their spouses, and veteran candidates often embody the core competencies Maximus deems essential, and bring a resiliency and dependability that greatly enhances our workforce. We recognize your unique skills and experiences, and want to provide you with a career path that allows you to continue making a difference for our country. We're proud of our connections to organizations dedicated to serving veterans and their families. If you are transitioning from military to civilian life, have prior service, are a retired veteran or a member of the National Guard or Reserves, or a spouse of an active military service member, we have challenging and rewarding career opportunities available for you. A committed and diverse workforce is our most important resource. Maximus is an Affirmative Action/Equal Opportunity Employer. Maximus provides equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status or disabled status.