[Remote] International Customer Service Rep (Bilingual Spanish
Note: The job is a remote job and is open to candidates in USA. Maximus is currently hiring for an International Customer Service Representative to join their Veterans Evaluation Services (VES) team. This remote position is responsible for making outbound calls and emails to military veterans and service members, addressing their questions or concerns, and keeping them informed about the status of their cases.
Responsibilities
- Make outbound calls and emails to military veterans and service members. Communicate with veterans and service members in a clear and empathetic manner, addressing their questions or concerns and keeping them informed about the schedule status of their cases
- Make reminder outbound calls and/or send reminder emails to veterans and service members for upcoming diagnostic appointments
- Investigate and analyze cases to understand their concerns and find appropriate solutions or resolutions
- Submit VBMS requests to Supervisor for additional contact information, if unable to make contact after multiple calls
- Communicate with various department regions via email and phone regarding veteran/service members’ recent diagnostic testing, scheduling, and travel availability
- Update OMS (Office Management System) with information such as change of address, phone numbers, emails, and obtain permission from the veteran/service member to speak with others about his/her case
- Monitor and work from international queues for “Pending Initial DOC” (Day One Call) and “Pending Intl CAPS” (Claimant Appointment Packets) in OMS
- Send CAPS via e-mail, FedEx, or USPS express mail
- Document and maintain detailed notes of communication and CAPS information in OMS
Skills
- High School Diploma or equivalent
- 2-4 years of related experience
- Fluency in English and Spanish is required
- Must be able to work a set schedule of either Monday-Friday 4PM-12:30AM Central Time or Sunday-Thursday 4PM-12:30AM Central Time
- Proficiency in Microsoft Office Suite
Benefits
- 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.
- Upon hire, Veteran Evaluation Services (VES), a Maximus Co. will provide all necessary computer equipment that is to be utilized to fulfil the duties of your role.
- New hires will not be exempt from using company provided equipment.
- Internet speed of 20mbps or higher required (you can test this by going to www.speedtest.net)
- Connectivity to the internet via either Wi-Fi or Category 5 or 6 ethernet patch cable to the home router
- Private work area and adequate power source
- Must currently and permanently reside in the Continental US
Company Overview