Call center representative

Description & Requirements

Maximus is hiring a Customer Service Representative in Livonia, MI!

This is a full-time, on-site position at our Livonia, Michigan location, 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!



Shift Hours: Monday to Friday, 8:15 AM - 5:00 PM ET

Reliable attendance and transportation are required.

State fingerprinting will be required if offered the position.

Why Maximus?

- Competitive Compensation - Quarterly bonuses based on performance included!

- ️ Comprehensive Insurance Coverage - Choose from Medical, Dental, Vision, Prescription, and partially funded HSA. Life insurance and discounts on Auto, Home, Renter's, and Pet insurance also available.

- Future Planning - 401K Retirement Savings plan with Company Matching.

- ️ Paid Time Off Package - PTO, Holidays, Sick Leave, Short- & Long-Term Disability.

- Holistic Wellness Support - Access physical, emotional, and financial wellness resources via our Employee Assistance Program (EAP).

- Recognition Platform - Celebrate outstanding employee contributions.

- Tuition Reimbursement - Support for ongoing education and development.

- Employee Perks and Discounts - Exclusive benefits and savings.

- Maximus Wellness Program - Tailored wellness resources.

- Professional Development Opportunities - 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

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.

Accommodations
Maximus provides reasonable accommodations to individuals requiring assistance during any phase of the employment process due to a disability, medical condition, or physical or mental impairment. If you require assistance at any stage of the employment process-including accessing job postings, completing assessments, or participating in interviews,-please contact People Operations at [email protected] .