Customer Service Representative

Description

MAXIMUS Maine State-based Marketplace (ME SBM)

Project Overview: Supporting 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-CallCenter

Pay Rate - $17.00 (project uses a translation line and does not have bilingual positions).

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 Please note that the residency schedule may be adjusted to 8:30am -5:00pm.

Hours of Operation During Open Enrollment: November 1st 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

Please be very clear in communicating to agents this year that the following dates require the agents be available to work.

Saturday December 13th-Monday December 15th

Monday January 12th-Thursday January 15th.

Attendance: Reinforce the importance of attendance during training and residency. The expectation is that a supplier will not present a candidate with a prescheduled appointment during the training period. Missed time during the training period may result in termination.

Location: Remote / Work from home Contiguous United States (ME Residents preferred but not mandatory).

CSR 2 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. Note: there may be some projects that have different requirements based on project needs which are communicated at the time of hire. 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: Google Speedtest or Speedtest.net can be used to test your speed and take a screenshot of the results.

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.

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 - $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)

Workplace Type

This is a fully remote position.

Application Deadline

This position is anticipated to close on Nov 12, 2025.

h4> About TEKsystems:

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

About TEKsystems and TEKsystems Global Services

We’re a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We’re a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We’re strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We’re building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.