At a Glance
- Tasks: Assist consumers with health care coverage inquiries and applications via phone.
- Company: Join MAXIMUS, a leader in providing essential services to the community.
- Benefits: Enjoy fully remote work, competitive pay, and potential contract-to-hire opportunities.
- Other info: Bilingual in English and Spanish is a must; bring your own device for work.
- Why this job: Make a real impact by helping individuals navigate health care options while working from home.
- Qualifications: High school diploma required; 6 months of customer service experience preferred.
Social network you want to login/join with:
Position: CSR1 - Call Center (Eng/Span) Bilingual
Location: Fully Remote- NJ State only
Duration: 6+ months | Contract-to-Hire
Start Date: 09/22
Bilingual (Spanish): $19/hr. on W2
Equipment: Bring Your Own Device (BYOD)
MAXIMUS NJ State Base Exchange (NJ SBE):
Project Overview: The NJ SBE Project is a contract between MAXIMUS and New Jersey State Base Exchange to Provide front line contact center and back office (i.e. paper application data entry, document linking, DMI resolution) support during the project Open Enrollment period.
Schedule:
Training hours: M-F 8:00 AM - 4:30 PM - 3 weeks.
Hours of Operation:
Non-Open Enrollment: 8:00 am to 5:00 pm Eastern - Mon through Fri
8:00 am to 8:00 pm EST - Monday through Friday.
8:00 am to 5:00 pm EST - Saturday
8:00 am to 5:00 pm EST - last two Sundays of OE
8:00 am - 10:00 pm EST - last three days of OE
8:00 am to 8:00 pm EST - one week after OE period ends.
Roles and responsibilities:
- The Customer Service Representative (CSR) is responsible for answering inquiries from Marketplace individual consumers including but not limited to general information as well as assisting individuals and families in applying for health care coverage through the Marketplace.
- Answer incoming calls from consumers including the 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.
- Respond effectively to all forms of inbound and outbound contacts.
- Track and document all inquiries using the applicable systems.
- 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. Transfer/refer consumers to appropriate entities according to the established guidelines.
- Process life event changes, demographic updates, disenrollment requests, and special enrollment periods as requested.
- Facilitate the fulfillment of caller requests for materials via mail, email, or download.
- Facilitate translation services for non-English speaking callers according to procedures.
- Escalate calls or issues to the appropriate designated staff for resolution as needed.
- Attend meetings and trainings as requested and maintain up-to-date knowledge of all programs and systems.
- Perform other duties as assigned by management.
Education Required:
- High School Diploma, GED, or equivalent
- AA or higher degree preferred.
Background & Experience Required:
- Minimum of 6 months experience needed.
- Strong data entry and telephone skills.
- Excellent organizational, interpersonal, written, and verbal communication skills.
- Ability to perform comfortably in a fast-paced work environment.
- Ability to successfully execute many complex tasks simultaneously.
- Ability to work as a team member, as well as independently.
- Previous experience with computers, phone systems, and headsets preferred.
- Previous experience in customer service and call center preferred.
Reminders from Maximus:
Bring Your Own Device (BYOD):
- Maximus restricts smart phone and low performing computer platforms (such as chrome books) from accessing Amazon Workspace\'s (AWS).
- Maximus requires Computer Operating System: Windows10 or MacOS Catalina (10.15), MacOS Big Sur (11), MacOS (up to 12.5) or newer. For HP Users, Maximus requires removal of SMode
Headsets:
- Maximus requires a USB plug and plays wired headset with a microphone and noise suppression. Bluetooth headsets are NOT allowed.
CSR2-CallCenter,Bilingual employer: Work that works for you.
MAXIMUS is an exceptional employer that values its employees by offering a fully remote work environment tailored for New Jersey residents, ensuring flexibility and work-life balance. With competitive pay for bilingual roles and a commitment to employee growth through comprehensive training and support, MAXIMUS fosters a collaborative culture where team members can thrive while making a meaningful impact in the community by assisting individuals with their healthcare needs.
StudySmarter Expert Advice🤫
We think this is how you could land CSR2-CallCenter,Bilingual
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Work that works for you.. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Work that works for you. before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace CSR2-CallCenter,Bilingual
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Work that works for you.:Your cover letter is your chance to shine! Tell us why you want to work at Work that works for you. specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Work that works for you.!
How to prepare for a job interview at Work that works for you.
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
