Customer Service Representative Job at MMC Group LP (Austin)

Job Description

We are seeking experienced Customer Service Representatives (CSR) to support Medicaid providers and clients in a high-volume contact center environment. This role serves as a critical resource for assisting callers with questions about eligibility, medical claims status, and general Medicaid program support. The ideal candidate is professional, dependable, customer-focused, and thrives in a fast-paced environment where accuracy, attendance, and productivity are essential. Based on business needs and individual performance, this role may transition to remote in the future.

Job Responsibility

Provide unbiased assistance to Medicaid providers and clients regarding eligibility, medical claims status, and program-related inquiries
Respond to inbound phone inquiries in a prompt, courteous, and professional manner
Accurately document all customer interactions in online systems and logs
Assist with issue resolution and escalate complex matters when appropriate
Transfer callers to appropriate internal departments as needed
Meet and maintain strict attendance, quality, productivity, and performance metrics
Navigate multiple systems while handling high call volumes
Perform additional duties as assigned by management

Requirements

Minimum of 6 months of recent, verifiable experience in a high-volume call center or contact center environment
Strong customer service and communication skills
Proficiency with Microsoft Office applications including Word, Excel, and Outlook
Excellent multitasking, organizational, and data entry skills
Ability to work in a structured, metrics-driven environment
Strong problem-solving and documentation abilities
Reliable attendance and punctuality required
Local candidates only
Fully onsite role
No visa restrictions
Strong attendance and performance standards required
Candidates must be available to work any 8-hour shift between 7:00 AM and 7:00 PM, Monday through Friday
Schedule flexibility is required, and schedule change requests cannot be accommodated during the first 90 days

Nice to have

Medicaid, healthcare, insurance, or government program experience preferred
Experience handling claims status inquiries or eligibility verification is a plus
Previous experience working with performance metrics and service level agreements (SLAs)

What we offer

Medical, dental, and vision coverage
Life and disability insurance
Additional voluntary benefits

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Customer Service Representative

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