Position Number: 508824 Industry: Professional Services Job Title: Customer Service Representative - Call center Job Location: North Chesterfield, VA, USA, 23225 Work Model: Hybrid Work Model Details: Remote job - State of VA candidates only Shift: 8:00AM to 5:00pm EST Employment Type: Temporary FT/PT: Full-Time Estimated Duration (In months): 6 Min Hourly Rate : 16.32 Max Hourly Rate : 16.32 Must Have Skills/Attributes: Call Center, Customer Support, Spanish - Bilingual Experience Desired: Customer service experience (1 yrs), Basic computer navigational skills (1 yrs), Knowledge of Microsoft Office (1 yrs) Required Minimum Education: High School Diploma or equivalent C2C is not available 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. • Track and document all inquiries using the applicable systems. • 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.
