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. If offered the position, state fingerprinting will be required.

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.
- • Emp loye e 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.

- Previous experience in a customer service role

- 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

- Navigate multiple systems and software platforms efficiently to retrieve, input, and manage information accurately while ensuring workflow continuity

- Utilize computers and digital tools proficiently to perform daily tasks such as data entry, communication, and documentation

- Proficiency in Microsoft Office Suite (Word, Excel, Outlook)

Minimum Requirements

- High school diploma or GED required and 0-6 months of relevant professional experience required, or equivalent combination of education and experience.

- Previous experience in a call center role, preferred

#HumanServices #LI-Onsite

EEO Statement


Maximus is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information and other legally protected characteristics.

Pay Transparency


Maximus compensation is based on various factors including but not limited to job location, a candidate's education, training, experience, expected quality and quantity of work, required travel (if any), external market and internal value analysis including seniority and merit systems, as well as internal pay alignment. Annual salary is just one component of Maximus's total compensation package. Other rewards may include short- and long-term incentives as well as program-specific awards. Additionally, Maximus provides a variety of benefits to employees, including health insurance coverage, life and disability insurance, a retirement savings plan, paid holidays and paid time off. Compensation ranges may differ based on contract value but will be commensurate with job duties and relevant work experience. An applicant's salary history will not be used in determining compensation. Maximus will comply with regulatory minimum wage rates and exempt salary thresholds in all instances.

Minimum Salary


$

16.00

Maximum Salary


$

16.00