Sr Customer Service Representative - Client Support

Job Overview

The Sr CSR Client Support role is a temporary position with Maximus with the opportunity to be converted based on business needs or transferred to another project; there is not a specific timeframe.

Compensation

$16.67 (monolingual)

This is a temporary position with the opportunity to be converted based on business needs or transferred to another project; there is not a specific timeframe.

Work Location

Remote / Work from home

• Must work in the State of Virginia.

Job Start Date

November 30th

Training Schedule and Duration

100% attendance is expected. No time off - attendance during training is mandatory. The expectation is that a candidate will not have prescheduled appointments during the training period. Missed time during the training period may result in termination. Agents will be expected to be on camera for the entire training and nesting period.

This training period falls during the holiday season. It is imperative that all agents are aware of the training schedule and are fully committed to attending and completing training without interruption. Notify us of any planned travel, holiday obligations, or anticipated scheduling conflicts as soon as possible to evaluate accommodations and mitigate potential attendance issues.

• Training Hours: Monday – Friday (8:00 am to 4:30 pm EST)
• Training Duration: 4 Weeks followed by 2 to 3 weeks of nesting

Hours of Operation

Monday-Friday 8:00 am to 7:00 pm EST

• Shift will most likely be 10:30 am – 7:00 pm EST (hours are subject to change).

Essential Duties and Responsibilities

• Respond effectively to inbound and outbound customer, provider, or stakeholder contacts via telephone, Interactive Voice Response (IVR), written correspondence, or system workflows.
• Provide accurate, unbiased information regarding eligibility, enrollment, services, and program requirements across multiple contract programs.
• Investigate, analyze, and resolve complex or escalated issues originating from multiple service channels, including contact center, operations, research, and interface processes.
• Research beneficiary or case history, interpret data from multiple systems, and report findings or recommendations to management as needed.
• Process enrollment, disenrollment, and other program transactions in accordance with established production, quality, and compliance standards.
• Access, read, and interpret customer, beneficiary, provider, and system data elements to support issue resolution.
• Maintain up-to-date knowledge of programs, policies, procedures, and contract compliance requirements and apply them accurately to case resolution.
• Serve as a liaison or support resource for internal teams, health plans, or external partners by researching inquiries and coordinating resolution efforts.
• Provide backup support to operational functions as needed, which may include contact center operations, forms processing, research, interface tracking, or mailroom support.
• Anticipate potential issues, identify trends or risks affecting operations or service delivery, and proactively escalate concerns to management.
• Provide feedback to leadership regarding staff performance, training needs, or process gaps.
• Recommend procedural, workflow, or process improvements to enhance accuracy, efficiency, and compliance.
• Review knowledge base content, reference materials, or system documentation and make recommendations for updates or improvements.
• Participate in special projects, audits, or initiatives as assigned.
• Support the development and delivery of training or knowledge sharing activities when needed.
• Establish and maintain effective working relationships with internal teams, supervisors, and external partners.
• Meet or exceed established productivity, quality assurance, and performance standards.
• Maintain confidentiality and security of customer, provider, and program information at all times.
• Perform other related duties as assigned by management.

Home Internet Requirements

High-speed internet is needed. A minimum internet speed of 50 Mbps download and 20 Mbps upload is preferred to ensure reliable connectivity to all systems supported by the project. No cellular-based Internet Service Providers. Must be a traditional wired Internet Service Provider.

Minimum Requirements

• High school diploma or GED required and 1 year of relevant professional experience required, or equivalent combination of education and experience.
• Must be fluent in English and specified secondary language.

Background Check Requirement

Criminal must be clear prior to start of training.

• Social Security Trace
• National Criminal Records Search & National Sex Offender Registry Search
• County/Statewide Criminal Records
• Federal Criminal Records Search
• Office of Inspector General List of Excluded Individuals/Entities
• General Services Administration Excluded Parties List
• Employer Verification
• Education Verification

Throughout the past 35+ years, MMC, one of the most trusted names in workforce management services, has successfully delivered strategic solutions to large and small businesses in numerous industries.

We have built our reputation on partnering with our clients and candidates to achieve the desired results. Our recruiting professionals have extensive experience matching the right candidate, to the right client, for the right position. We provide the best opportunities to the most talented candidates in a multitude of industries.

MMC is a privately owned business with corporate headquarters in Irving, Texas. With 2,000+ employees, working in 40+ states, MMC is able to support all United States locations, and some international locations.

We appreciate your interest in reviewing this particular position and we encourage you to visit our website where you can always search and apply for opportunities at www.mmcgrp.com

Benefits with MMC Group
MMC offers health insurance plans for our active candidates on assignment, including:

• Medical, dental, and vision coverage
• Life and disability insurance
• Additional voluntary benefits

Join MMC and enjoy the support of a team that values your well-being, both on and off the job!

MMC strives to ensure all job postings confirm details of the position, the rate of pay, and acknowledge that medical benefits are offered.

Get started on your career journey today! Apply to become a part of the MMC Team!

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law. In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire.