Job Details
Inbound Call Center CSR for State Benefits
Bilingual, Veterans, & IWD's are encouraged to apply!!
Job Type: Full-time
Pay:
$14.00/hr monolingual
$15.00/hr bilingual per hour
Pay will increase $1.00 if On the Job Training is successfully complete
Hours:
8:00am – 6:30pm EST
Schedule:
8-hour shift
Over time is available
Day shift
Monday to Friday
At 90 days you are eligible to convert to a permanent position with the following perks!
• $1000 dollar conversion bonus
• Quarterly bonus (based on performance)
• Annual Increases (based on performance)
• Medical/Dental/Vision Benefits
• Employee Assistance Program
• 401 (K)
• Paid Time Off/Holidays
• Eligible for promotions after 6 months (temp time included)
Job Description
Job Responsibilities:
• Answer incoming calls from consumers including the 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.
• Answer incoming calls from consumers including the 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.
• Track and document all inquiries using the applicable systems.
• 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.
Job Requirements:
• Availability to work shifts between 8:00 AM and 6:30 PM if you live in an Eastern Standard Time zone.
• Internet Access: Minimum of 20 Mbps download & 5 Mbps upload
• Ability to type efficiently
• Continuously demonstrate a high sense of urgency, and perform under pressure
• Excellent Attendance (no time off during training)
• Organization and work prioritization skills
• Proficient in utilization of Teams
• Basic computer aptitude in Windows and/or Mac
• Ability to handle 100+ calls a day, handle multiple repetitive calls
• Bilingual candidates must pass a bilingual assessment
Work at Home Environmental Requirements Include:
• A quiet, professional work-space free from distractions and background noise
• A workspace large enough to hold 2 large monitors, laptop, keyboard, mouse and docking station; Equipment is provided
• High Speed Internet; cannot use satellite internet
• Modem firewalls should be disabled for proper VPN and product access
• Logical problem-solving skills, ability to multi-task, and ability to utilize the client approach to troubleshooting
• Must live within 70 miles from deployment site