Customer Service Representative

• Answer incoming 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, comments, actions, and transactions
• Complete related tasks and transactions according to established guidelines
• Navigate multiple computer systems and perform accurate data entry
• Fulfill customer requests for materials via mail, email, or electronic delivery
• Transfer or refer customers to appropriate internal or external entities
• Address inquiries and resolve routine issues
• Escalate unresolved, complex, sensitive issues, or grievances as needed
• Facilitate translation or interpretation services for non-English-speaking customers
• Communicate with supervisors about service delivery needs, concerns, or issues
• Meet quality assurance, productivity, and other performance metrics
• Attend required meetings and trainings and maintain current program, system, policy, and procedure knowledge
• 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
• Must pass all pre-employment screenings, including a background check
• Must live in Oklahoma City or within 40 miles of the site
• Customer service experience preferred
• Call center service experience preferred
• Reliable, high-speed internet service
• Minimum 40 Mbps download speed
• Traditional wired high-speed connection such as cable or fiber
• Cellular-network services, mobile hotspots, fixed wireless, and satellite services are incompatible
• Must connect the computer directly to the modem or router via ethernet cable;
  Wi‑Fi connections are not allowed
• Quiet, distraction-free workspace
• Ability to meet confidentiality and privacy requirements
• Ability to navigate multiple computer systems and perform accurate data entry

Demonstrates strong customer service skills by effectively addressing inquiries and resolving issues while maintaining confidentiality and privacy. Proficient in navigating multiple computer systems for accurate data entry and documentation.

• Customer Service Experience
• Call Center Service Experience
• Data Entry Skills
• Confidentiality Compliance
• Performance Metrics Achievement

• Data Entry
• Customer Interaction Tracking
• Issue Resolution
• Documentation
• Program Knowledge

• Communication Skills
• Problem-Solving
• Attention to Detail
• Reliability

• High School Diploma
• GED

• Customer Inquiries
• Quality Assurance
• Performance Metrics
• Oklahoma City Residency
• Background Check

• IVR Systems
• Web Chat Platforms
• Computer Systems