Bilingual Customer Service Representative - Mandarin/Cantonese (Remote in New York, NY)

Position Overview

Every day, Bilingual Customer Service Representatives (CSRs) at Maximus serve some of the most vulnerable communities by delivering thoughtful, open, and transparent customer care to millions of New Yorkers navigating complex healthcare plans. This role, which is fully remote within New York City (candidates must live within 100 miles of New York, NY), comes with 6 weeks of paid training that prepares you to help callers with the highest level of professionalism and knowledge.

Key Responsibilities

• Answer incoming calls from consumers, prospective enrollees, and their representatives, in accordance with all performance standards and confidentiality policies.
• Respond effectively to inbound and outbound contacts while tracking and documenting inquiries using the applicable systems.
• Process new applications for healthcare coverage, including building tax households, determining household income and eligibility, and enrolling callers into health plans.
• Handle life event changes, demographic updates, disenrollment requests, and special enrollment periods as needed.
• Facilitate the fulfillment of caller requests for materials via mail, email, or download, and provide translation services for non-English speaking callers.
• Escalate complex calls or issues to designated staff and participate in meetings and trainings to maintain up-to-date program knowledge.
• Occasionally lift or carry items weighing up to 25 pounds and remain in a stationary position for extended periods while adhering to safety standards.
• Meet Quality Assurance (QA) and other key performance metrics consistently.

Required Qualifications

• High school diploma or GED required with 6+ months of relevant professional experience, or an equivalent combination of education and experience.
• Proficiency in English and fluency in either Mandarin, Cantonese, or Russian; or proficiency in both Spanish and Haitian Creole.
• Strong data entry, telephone skills, and excellent organizational, interpersonal, written, and verbal communication skills.
• Ability to work effectively in a fast-paced environment and manage several complex tasks simultaneously.
• Capacity to work both independently and as part of a team.

Preferred Qualifications

• Previous experience with computers, phone systems, and headsets.
• Prior customer service experience.

Benefits & Perks

• Base Rate: $21.50/hr for Bilingual and $22.50/hr for Trilingual representatives.
• $200 Referral Incentives available.
• Competitive Compensation: Quarterly bonuses based on performance.
• Comprehensive Insurance Coverage: Options include Medical, Dental, Vision, Prescription, partially funded HSA, along with Life insurance and discounts on Auto, Home, Renter's, and Pet insurance.
• Future Planning: 401K Retirement Savings plan with Company Matching.
• Paid Time Off Package: PTO, Holidays, and sick leave.
• Holistic Wellness Support through an Employee Assistance Program (EAP).
• Recognition Platform to acknowledge outstanding contributions.
• Tuition Reimbursement for ongoing education and development.
• Exclusive Employee Perks and Discounts.
• Access to the Maximus Wellness Program and various Professional Development Opportunities such as training programs, workshops, and conferences.