Part Time Call Center Customer Service Representative (Remote - Pennsylvania)

Description & Requirements

Maximus is currently hiring for Part Time Call Center Customer Service Representatives. This is a part time remote role open to Pennsylvania residents. The Customer Service Representative will be responsible for answering incoming calls from consumers including the general public, prospective enrollees and people assisting enrollees or acting on their behalf.

About the Program

The program is a contracted statewide entity facilitating the enrollment process for Pennsylvania residents seeking home and community based services and supports as well as long term services and supports. We actively support individuals with disabilities, who would normally qualify for a nursing facility level of care, navigate a waiver application process that is aimed at keeping them in the community in their homes or with loved ones with services and supports funded by the State of Pennsylvania.

Why Maximus? - Competitive Compensation - Annual bonuses based on performance included! - Future Planning - Prepare for retirement with our 401K Retirement Savings plan and Company Matching. - ️ Paid Time Off Package - Enjoy PTO, Holidays, and sick leave, along with Short- and Long-Term Disability coverage. - Holistic Wellness Support - Access resources for physical, emotional, and financial wellness through our Employee Assistance Program (EAP). - Recognition Platform - Acknowledge and appreciate outstanding employee contributions. - Tuition Reimbursement - Invest in your ongoing education and development. - Employee Perks and Discounts - Additional benefits and discounts exclusively for employees.- Maximus Wellness Program and Resources - Access a range of wellness programs and resources tailored to your needs. - Professional Development Opportunities - Participate in training programs, workshops, and conferences. smooth operation of project activities.

Essential Duties and Responsibilities:

• Answer incoming customer inquiries received via telephone, Interactive Voice Response (IVR), web chat functions, or other approved contact channels in accordance with performance standards, policies, procedures, and confidentiality and privacy requirements.
• Provide accurate information regarding programs and services to consumers, prospective enrollees, individuals acting on behalf of enrollees, health plans, and providers.
• Track, document, and record all customer interactions, inquiries, complaints, comments, actions taken, and transactions in applicable systems.
• Complete associated tasks and transactions according to established guidelines to ensure accuracy and completeness.
• Navigate multiple computer systems while interacting with customers and perform data entry accurately.
• Facilitate fulfillment of customer requests for materials via mail, email, or electronic delivery as appropriate.
• Transfer or refer customers to appropriate internal or external entities in accordance with established guidelines.
• Address customer inquiries and resolve routine issues to ensure appropriate actions or updates are completed.
• Escalate unresolved, complex, or sensitive issues or grievances to designated staff or departments for further investigation or resolution as needed.
• Facilitate translation or interpretation services for non English speaking customers according to procedures.
• Communicate with supervisors regarding potential needs, concerns, or issues impacting service delivery.
• Meet Quality Assurance (QA), productivity, and other key performance metrics.
• Attend required meetings and trainings and maintain up to date knowledge of all programs, systems, policies, and procedures.
• Perform other related duties as assigned by management.

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 reside in the state of Pennsylvania.
• 1 year of experience in a call center environment preferred.

Home Office Requirements

• Internet speed of 25mbps or higher required (you can test this by going to www.speedtest.net).
• Hardwired internet (ethernet) connection - WiFi is not permitted.
• Must currently and permanently reside in the Continental US.

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 ot…