Call Center Representative - Livonia, MI

Description & Requirements

Maximus is hiring a Customer Service Representative in Livonia, MI! This is a full-time, on-site position where you'll assist callers by providing case updates and offering relevant guidance.

Join our knowledgeable and dedicated team, where you'll play an essential role and make a real impact!

Reliable attendance and transportation are required for this position.

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.

- • 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 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.

- Track and document all inquiries using the applicable systems.

- Complete associated tasks according to the established guidelines.

- Meet Quality Assurance (QA) and other key performance metrics.

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

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

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

- Facilitate translation services for non-English speaking callers according to procedures.

- Attend meetings and trainings as requested and maintain up-to-date knowledge of all programs and systems.

- Maintain reliable attendance and adhere to scheduled shifts
- Reliable transportation to and from our Livonia, MI office location

- Provide empathetic assistance while effectively managing and controlling calls

- Ability to thrive in a high-demand, fast-paced call center environment

- Maintain reliable attendance and adhere to scheduled shifts
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