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- 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.
- 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.
- Other info: Bilingual in English and Spanish is a must; bring your own device for work.
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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.
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CSR2-CallCenter,Bilingual employer: Work that works for you.
Contact Detail:
Work that works for you. Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land CSR2-CallCenter,Bilingual
✨Tip Number 1
Familiarise yourself with the health care coverage process in New Jersey. Understanding the specifics of the Marketplace and the types of inquiries you might receive will help you stand out during interviews.
✨Tip Number 2
Practice your bilingual communication skills, especially in a customer service context. Being able to demonstrate your fluency in both English and Spanish during role-play scenarios can give you an edge.
✨Tip Number 3
Get comfortable with data entry and using call centre software. Familiarity with these tools can help you answer questions more efficiently and show that you're ready for the fast-paced environment.
✨Tip Number 4
Network with current or former employees of MAXIMUS or similar organisations. They can provide insights into the company culture and expectations, which can be invaluable during your interview.
We think you need these skills to ace CSR2-CallCenter,Bilingual
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service and call centre roles. Emphasise your bilingual skills, particularly in English and Spanish, as this is a key requirement for the position.
Craft a Strong Cover Letter: Write a cover letter that specifically addresses the responsibilities outlined in the job description. Mention your ability to handle inquiries, process applications, and work in a fast-paced environment. Show enthusiasm for the role and the company.
Highlight Relevant Skills: In your application, clearly outline your data entry skills, communication abilities, and experience with phone systems. Provide examples of how you've successfully managed multiple tasks or resolved customer issues in previous roles.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects attention to detail, which is crucial for a customer service role.
How to prepare for a job interview at Work that works for you.
✨Brush Up on Bilingual Skills
Since this role requires bilingual communication, make sure to practice your Spanish and English skills. Be prepared to demonstrate your ability to switch between languages seamlessly during the interview.
✨Familiarise Yourself with Healthcare Terminology
Understanding basic healthcare terms and processes will be beneficial. Research common phrases and concepts related to health care coverage to show your preparedness and knowledge during the interview.
✨Showcase Your Customer Service Experience
Highlight any previous experience in customer service or call centre roles. Prepare specific examples of how you've handled difficult situations or provided excellent service to customers, as this will be crucial for the role.
✨Prepare for Technical Questions
Since the position involves data entry and using various systems, be ready to answer questions about your technical skills. Familiarise yourself with common software and tools used in call centres, and be honest about your proficiency.