Customer Experience Associate I

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

📋 Description

• Offer personalized telephone support to applicants, beneficiaries, and enrollees of Iowa Medicaid.

• Precisely document requests for enrollment and any changes in status.

• Input application and enrollment details into a web-based system for customers applying via telephone.

• Stay informed about Iowa Family Care regulations, guidelines, and related program policies.

• Provide clear, comprehensive, accurate, and impartial information in accordance with program requirements.

• Deliver professional and compassionate customer service while assisting individuals in navigating program information.

• Complete a paid training program lasting 3–4 weeks, from Monday to Friday, 8:00 a.m.–5:00 p.m.

• Work shifts from Monday to Friday, 8:00 a.m.–5:00 p.m.

⛳️ Requirements

• Must be a resident of the State of Iowa to qualify.

• High school diploma or GED is required.

• Basic familiarity with a call center or customer service setting and quality monitoring processes.

• Strong analytical and problem-solving abilities.

• Capacity to achieve results through knowledge, empathy, and dedication.

• Ability to collaborate effectively with individuals from diverse backgrounds.

• Must successfully complete the necessary background check process.

• Excellent customer service skills and telephone etiquette.

• Proficient typing, grammar, and communication abilities.

• Competence in navigating computer systems and web-based applications confidently.

• Ability to comprehend, interpret, and implement program policies.

• Openness to incorporating ongoing feedback.

• Ability to consistently follow assigned break and lunch schedules.

• Skill in establishing and maintaining effective working relationships with applicants, beneficiaries, and colleagues.

• Must be able to collect the provided equipment from the Des Moines, Iowa office on the designated start date.

🏝️ Benefits

• Paid training.

• Equipment provided.

• Full-time schedule of 40 hours per week.

• Opportunities for career advancement.

• PerkSpot employee discount program.

• Comprehensive options for benefits.

• Health insurance coverage.

• Optional dental and vision programs.

• Life and disability insurance.

• Retirement savings plan.

• Paid holidays.

• Paid time off (PTO), including vacation and/or sick leave.

• Bi-weekly pay.