Contact Center Agent

This is a fully remote position, open to applicants in United States.

📋 Description

• Respond to incoming calls in a timely and professional manner, addressing customer inquiries and concerns effectively.

• Conduct outbound follow-up calls and confirm information as needed.

• Assist callers regarding Medicaid benefits, general questions, and renewal processes.

• Assess customer needs, investigate issues, resolve complaints, and provide appropriate solutions.

• Adhere to communication scripts while delivering product and service information.

• Stay updated on policies, procedures, and project developments through mandatory training.

• Verify caller identities and safeguard privacy and confidential information.

• Utilize available resources to research information as required.

• Accurately process orders, forms, and applications.

• Refer complex issues to the relevant department or leadership.

• Maintain customer records and keep databases current.

• Document call details following established procedures and timelines.

• Identify and report customer call trends to management.

• Manage the call lifecycle, including follow-up and escalation processes.

• Achieve daily qualitative and quantitative goals pertaining to service, productivity, and quality.

• Adhere to scheduling requirements to ensure telephone availability.

• Execute clerical or administrative tasks along with other assigned responsibilities.

⛳️ Requirements

• 1–3 years of relevant experience in a call center or customer support environment.

• A high school diploma or equivalent is required.

• Strong verbal and written communication skills.

• Proficiency in MS Office and Teams.

• Familiarity with customer service best practices and principles.

• Excellent data entry and typing capabilities.

• Capacity to manage stressful situations effectively.

• Keen attention to detail, time management, and decision-making abilities.

• Capability to multitask in a fast-paced, high-volume call center setting.

• Ability to demonstrate empathy and professionalism consistently.

• Dependable internet connection on a designated computer in a quiet, secure, and confidential work environment.

• Willingness to work flexible hours, including evenings and weekends as necessary, accommodating various time zones.

• Regular, punctual attendance and adherence to company timekeeping policies.

• Ability to meet performance metrics as determined by supervisory feedback.

• Personal computer must run Windows 10/11 or macOS with at least 2 CPUs at 1.6 GHz or faster, 8 GB RAM, and 25 GB of available disk space.

• Device must support the Edge browser and multi-factor authentication.

• Recommended internet speed of 100 Mbps download and 40 Mbps upload for optimal experience.

• Preferred: Experience in a Medicaid or health insurance contact center.

• Preferred: Higher education credits or degree.

• Preferred: Experience in case management.

• Preferred: Familiarity with contact center software.

• Preferred: Bilingual skills in Tagalog, Ilocano, Japanese, Spanish, or Hawaiian.

🏝️ Benefits

• Opportunity to work remotely using a Virtual Desktop Interface (VDI).

• Flexible working hours to accommodate business needs and different time zones.

• Provision of required training and compliance training.

• Access to one-on-one coaching, immediate coaching feedback, and annual performance reviews.

• Reasonable accommodations may be provided to enable individuals with disabilities to perform essential functions.