Customer Service Representative; Remote in Rochester, NY

Job Overview

Maximus is currently hiring Customer Service Representatives to join our New York State of Health (NYSOH) team. This role starts with 10 days of onsite training in Rochester, NY, followed by remote work upon successful completion. Training lasts a total of 6 weeks. Candidates must reside within 100 miles of Rochester, NY.

• 💰 Competitive Compensation – Quarterly bonuses based on performance.
• 🛡️ Comprehensive Insurance Coverage – Medical, Dental, Vision, Prescription, HSA, life insurance, and discounts on Auto, Home, Renter’s, and Pet insurance.
• 🌟 Retirement Planning – 401(k) plan with company matching.
• 🏝️ Paid Time Off – PTO, holidays, sick leave, and short/long term disability coverage.
• 🌱 Wellness Support – Access to physical, emotional, and financial wellness resources through EAP.
• 🏆 Recognition Platform – Acknowledge outstanding employee contributions.
• 📚 Tuition Reimbursement – Invest in ongoing education and development.
• 🎁 Employee Perks – Additional benefits and discounts exclusive to employees.
• 🌟 Wellness Program – Access a range of wellness programs and resources tailored to your needs.
• 📚 Professional Development – Training programs, workshops, and conferences.

• Answer incoming calls from consumers, prospective enrollees, and assistance callers, following all performance standards, policies, and procedures.
• Respond effectively to all inbound and outbound contacts.
• Track and document all inquiries using the applicable systems.
• Transfer or refer consumers to appropriate entities according to established guidelines.
• Facilitate the fulfillment of caller requests for materials via mail, email, or download.
• Facilitate translation services for non‑English speaking callers.
• Escalate calls or issues to appropriate designated staff for resolution.
• Attend meetings and trainings as requested and maintain up‑to‑date knowledge of all programs and systems.
• Process new applications for health care coverage via telephone, including income determinations, eligibility assessments, and enrollment into health plans.
• Process life event changes, demographic updates, disenrollment requests, and special enrollment periods as requested.
• Respond to all inquiries consistent with confidentiality and privacy policies and refer callers to alternate sources when appropriate.
• Meet Quality Assurance (QA) and other key performance metrics.
• Adhere to established safety standards.
• Remain in a stationary position for an extended period of time.
• Occasionally lift, carry, or move items weighing up to 25 pounds.
• Work is constantly performed in an office environment.
• Perform other duties as assigned by management.

• High school diploma or GED required; 6+ months of relevant professional experience or equivalent.
• Residency within 100 miles of Rochester, NY required.
• Strong data entry and telephone skills.
• Excellent organizational, interpersonal, written, and verbal communication skills.
• Ability to perform comfortably in a fast‑paced work environment.
• Ability to execute many complex tasks simultaneously.
• Team player and independent worker.
• Previous experience with computers, phone systems, and headsets preferred.
• Previous experience in customer service preferred.

• Internet speed of 20 mbps or higher.
• Connectivity via Wi‑Fi or Category 5/6 Ethernet patch cable to the home router.
• Must currently and permanently reside in the Continental US.

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.

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 .

Maximus compensation is based on various factors including job location, education, training, experience, expected quality and quantity of work, required travel (if any), external market and internal value analysis, and internal pay alignment. Annual salary is one component of the total compensation package. Other rewards may include short‑ and long‑term incentives, program‑specific awards, and benefits such as health insurance, 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 the role. Salary history will not be used in determining compensation. Maximus will comply with regulatory minimum wage rates and exempt salary thresholds in all instances.