Customer Service Specialist

• Provide customer care and benefit enrollment services for the Health Texas project
• Answer customer inquiries via telephone, IVR, web chat, and other approved channels
• Provide accurate information about programs and services to consumers, enrollees, health plans, and providers
• Track, document, and record customer interactions, inquiries, complaints, actions, and transactions
• Complete related tasks and transactions accurately according to established guidelines
• Navigate multiple computer systems and perform accurate data entry
• Fulfill customer requests for materials by mail, email, or electronic delivery
• Transfer or refer customers to appropriate internal or external entities
• Resolve routine customer inquiries and issues
• Escalate unresolved, complex, sensitive, or grievance matters
• Facilitate translation or interpretation services for non-English-speaking customers
• Communicate service-delivery needs and issues to supervisors
• Meet quality assurance, productivity, and other performance metrics
• Attend required meetings and training and maintain current knowledge of programs, systems, policies, and procedures
• Perform other related duties assigned by management

• High school diploma or GED required
• 0–6 months of relevant professional experience required, or equivalent combination of education and experience
• Residency in the State of Texas and within a 70-mile radius of El Paso
• Availability to work shifts between 8:00am and 6:30pm CST (7:00am and 5:30pm MST), Monday–Friday
• Ability to type efficiently
• Ability to perform under pressure and demonstrate a high sense of urgency
• Excellent attendance; no time off during training
• Organization and work prioritization skills
• Basic computer aptitude in Windows and/or Mac
• Ability to handle 100+ calls per day and multiple repetitive calls
• Must work onsite on Day 1 for equipment training
• Must complete classroom and on-the-job training with no time missed
• Willingness and ability to work with webcam on during training and meetings as instructed
• Quiet, professional workspace free from distractions and background noise
• Workspace large enough for two large monitors, laptop, keyboard, mouse, and docking station
• Reliable wired high-speed internet via cable or fiber; cellular, fixed wireless, and satellite services are incompatible
• Minimum internet speed of 20 Mbps download and 5 Mbps upload

Demonstrates strong customer service skills by effectively handling inquiries and providing accurate information while maintaining high productivity and quality assurance standards. Proficient in data entry and navigating multiple computer systems to fulfill customer requests and resolve issues.

• Customer Care
• Data Entry
• Communication Skills
• Problem Resolution
• Organizational Skills

• Data Entry
• Basic Computer Aptitude
• Typing Efficiency
• Customer Interaction Tracking
• IVR Navigation

• Ability to Perform Under Pressure
• Work Prioritization
• Excellent Attendance
• High Sense of Urgency

• High School Diploma
• GED

• Customer Service
• Health Texas Project
• Quality Assurance
• Performance Metrics

• Windows
• Mac
• Web Chat Systems
• Telephone Systems