Customer Service Representative SWCC - Bilingual Spanish (Remote in Rochester, NY)

Description & Requirements

Maximus is hiring for Spanish Bilingual Statewide Call Center Customer Service R epresentatives (CSRs). The Bilingual CSR is responsible for answering all callers' general inquires related to Medicaid, Child Health Plus and the Marketplace.

Please note this job posting is for upcoming classes in Rochester, NY. This position requires 3 weeks of onsite training, after successful completion of training there is the opportunity to work remotely. Training is a total of 6 weeks.


Why Join Maximus?
- Base rate is $20.50/hr.
- $200 in referral incentives
- Competitive Compensation: Quarterly bonuses based on performance included!
- Comprehensive Insurance Coverage: Choose from various plans, including Medical, Dental, Vision, Prescription, and partially funded HSA. Additionally, enjoy Life insurance benefits and discounts on Auto, Home, Renter's, and Pet insurance.
- Future Planning: Prepare for retirement with our 401K Retirement Savings plan and Company Matching.
- Paid Time Off Package: Enjoy PTO, Holidays, and sick leave,
- 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.

Essential Duties and Responsibilities:
- Answer incoming calls from consumers in accordance with all performance standards, policy and procedures, and protocols.

- Transfer/refer consumers to appropriate entities according to the established guidelines.

- Facilitate the fulfillment of consumer requests for materials via mail, email, or download.

- Respond to all inquiries consistent with confidentiality and privacy policies and refers caller to alternate sources when appropriate.

- Track and document all inquiries using the applicable systems.

- Escalate calls or issues to the appropriate designated staff for resolution as needed.

- Facilitate translation services for non-English speaking callers according to procedures.
- Process referrals and other transactions from the client for completeness and accuracy.

- Verify client identification by following standard operation procedures.

- Distribute cards, protective sleeves and card carriers.

- Raise issues of concern and/or problems to Supervisor.

- Meet all standards established for this position as outlined in the performance criteria.

- Perform other duties as may be assigned by Supervisor.

- 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.
- Meet Quality Assurance (QA) and other key performance metrics.
- Facilitate the fulfillment of consumer requests for materials via mail, email, or download.
- Facilitate translation services for non-English speaking callers according to procedures.
- Attend meetings and trainings as requested and maintains up-to-date knowledge of all programs and systems.
- Responsible for adhering to established safety standards.
- Must be able to remain in a stationary position for an extended period of time.
- Occasionally lifts, carries, or otherwise moves items weighing up to 25 pounds.
- Work is constantly performed in an office environment.
- Performs other 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 be fluent in English and specified secondary language.
- Strong data entry and telephone skills.
- Excellent organizational, interpersonal, and communication skills.

- Ability to perform comfortably in a fast-paced work environment.

- Ability to work as a team member, as well as independently.

- This position requires bilingual proficiency in languages as specified.

- Must be able to speak and read in Spanish and English fluently.

- Strong data entry and telephone skills.
- Previous experience with computers, phone systems, and headsets preferred.
- Excellent o rganizational, interpersonal, written, and verbal communication skills.
- Ability to perform comfortably in a fast-paced work environment.
- Ability to successfully execute many complex tasks s imultaneously.
- Ability to work as a team member, as well as independently.
- Previous experience in customer service preferred.

#NYSOHPriority #NYSOHcsr #LI-Remote

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 other legally protected characteristics.

Pay Transparency


Maximus compensation is based on various factors including but not limited to job location, a candidate's education, training, experience, expected quality and quantity of work, required travel (if any), external market and internal value analysis including seniority and merit systems, as well as internal pay alignment. Annual salary is just one component of Maximus's total compensation package. Other rewards may include short- and long-term incentives as well as program-specific awards. Additionally, Maximus provides a variety of benefits to employees, including health insurance coverage, life and disability insurance, a retirement savings plan, paid holidays and paid time off. Compensation ranges may differ based on contract value but will be commensurate with job duties and relevant work experience. An applicant's salary history will not be used in determining compensation. Maximus will comply with regulatory minimum wage rates and exempt salary thresholds in all instances.