Customer Service Representative - Call center

Job Title

Job Description Required

Education:

High school diploma or equivalent required and 0-6 months of relevant professional experience required, or equivalent combination of education and experience. Responsibilities:
Answer incoming calls from consumers, including the general 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. 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.

** Only those lawfully authorized to work in the designated country associated with the position will be considered.

** Please note that all Position start dates and duration are estimates and may be reduced or lengthened based upon a client's business needs and requirements.