Sr. Customer Service Representative - CA Lifeline - Maximus

Are you passionate about providing exceptional customer service? If so, we have an exciting opportunity for you! We are currently looking for Sr. Customer Service Representatives to support our CA Lifeline program. This position will help determine eligibility, handle inbound calls and other forms of communication!

*This is a remote opportunity working Monday through Friday with an 8 hour shift between the hours of 7am and 7pm PST*

Why Maximus?
- • 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, 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.
- • Diversity, Equity, and Inclusion Initiatives - Join a workplace committed to fostering diversity and inclusion.
- • 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:

- Respond effectively to all forms of inbound and outbound contacts, provide responses to questions, and in specific instances, refer callers to the appropriate supervisor, county, or state agency representatives for service and/or when problems or concerns occur.

- Investigate and resolve complex and escalated issues resulting from multiple channels.

- Complete research of beneficiary contact history and report findings to management.

- Process enrollment/dis-enrollment and other transactions as requested in accordance with production and quality goals and standards set for the position.

- Maintain updated knowledge of the program including its policies and procedures as referenced in the employee manual and other policies adopted by corporate, the project, and/or client.

- Maintain knowledge of contract compliance provisions.

- Participate in special projects, as assigned.

- Provide backup to the Central Operations production staff to include contact center, forms processing, research, and mail room functions.

- Identify issues and/or problems affecting the Central Operations teams and promptly report to management.

- Provide performance feedback to management team regarding team members.

Recommend procedural or process changes to improve accuracy and/or efficiency.

- Review knowledge base content for accuracy and make recommendations for improvements.

- Participate in the development and delivery of training, as necessary.

- processing eligibility determinations

- answering web chat emails

- other special projects as assigned

Minimum Requirements

- High school diploma or GED required and 1+ years of relevant professional experience required, or equivalent combination of education and experience.

- CA Lifeline agent experience of at least 6 months preferred

- Familiarity with web chat email preferred

- High volume call center experience preferred

- Eligibility processing experience preferred

- Ability to quickly move from project to project fluidly

- Ability to work with minimal supervision

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.

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.

Hourly Base Pay Minimum for this Position

$

17.00

Hourly Base Pay Maximum for this Position

$

20.00