Customer Service Representative - Remote Eligible

CSR2-Call Center Position

Supporting the Maine State-based Marketplace, Consumer Assistance Center. Provide customer service assistance for the state-run health insurance marketplace that the citizens of Maine can access to shop for health care coverage and enroll in a plan. Position title: CSR2-Call Center. Pay rate: $17.00/hr.

Training and residency: 100% attendance is expected, and agents will be expected to be on camera for the entire duration of training. Training - 8:00 AM - 4:30 PM M-F | 3 weeks. Residency - 8:00 AM - 4:30 PM M-F | 2 weeks. Hours of operation during open enrollment: post-residency through Jan 15th. 8AM-8PM Monday-Friday, 9AM-1PM Saturdays, closed Sundays with the following exceptions: Saturday 11/1 – 8AM-8PM, Saturday 12/13 – 8AM-10PM, Sunday 12/14 – 8AM-10PM, Sunday 1/11 – 9AM-1PM. Agents must be available to work: Saturday December 13th-Monday December 15th, Monday January 12th-Thursday January 15th. Attendance: no time off in first 90 days. Location: remote/work from home. Equipment: bring your own device (BYOD) per provided specs plus camera.

Job Description Essential Duties and Responsibilities:

• 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 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.

Minimum requirements: high school diploma or equivalent, 6 months - 2 years of experience, strong data entry and telephone skills. Internet connectivity to Maximus: remote workers supporting contact center operations must have access to the internet via their internet service provider by purchasing or maintain a service that provides a minimum internet speed download requirement of 25 Mbps for a single user, download of 50 Mbps for shared internet connectivity, and 5 Mbps upload speed required; 10 Mbps preferred. Mobile hotspots must not be the primary source for internet connection for remote workers. Connectivity from the PC to the Internet router via a Category 5 or 6 ethernet patch cable is required to ensure optimal call quality and customer experience. Proof of an internet speed test must be provided upon request. Note: there may be some projects that have different requirements based on project needs which are communicated at the time of hire. Maximus restricts smart phone and low performing computer platforms (such as chromebooks) from accessing Amazon WorkSpaces (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. Windows operating systems preferred. Home environment: Maximus requires a private, secluded space to focus on your work, with no background noise or other distractions that may prevent from providing excellent customer service. Headsets: Maximus requires a USB plug and play wired headset with a microphone and noise suppression. Bluetooth headsets are NOT allowed. DeviceTRUST Maximus has an obligation to protect PHI and PII information that comes through Amazon Workspace (AWS). To strengthen this obligation a companion piece to AWS will be installed on all BYOD equipment, deviceTrust. DeviceTRUST is a companion piece to AWS used to connect with AWS accounts and is a security measure to ensure no unauthorized log ins from outside of the United States.

Skills

Customer service, customer service call center, call center, customer support

Job Type & Location

This is a contract position based out of Hampton, VA.

Pay and Benefits

The pay range for this position is $17.00/hr. Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: medical, dental & vision; critical illness, accident, and hospital; 401(k) retirement plan – pre-tax and Roth post-tax contributions available; life insurance (voluntary life & AD&D for the employee and dependents); short and long-term disability; health spending account (HSA); transportation benefits; employee assistance program; time off/leave (PTO, vacation or sick leave).

Application Deadline

This position is anticipated to close on Nov 19, 2025.