Description & Requirements
Please note this job posting is for upcoming classes in Albany, NY. This position requires 10 days of onsite training, after successful completion of training there is the opportunity to work remotely. Training is a total of 6 weeks.
Pay and Benefits:
* Base rate $20.00/hr
* Quarterly Bonus opportunity up to 5% of your quarterly earnings
* $500+ in referral incentives
* 401K with company match
* Paid accrued time off and 10 paid holidays
* Medical, Dental and Vision benefits
* Employee Assistance Program (EAP)
* Employee Wellness and Discount Programs
* A variety of shifts that meet lifestyle and family goals
* A supportive environment with peers who share your passion for improving people’s lives
* Career development and promotional opportunities
* No cold calling, sales, or collection calls
Essential Duties and 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.
- Respond effectively to all forms of inbound and outbound contacts.
- Track and document all inquiries using the applicable systems.
- Transfer/refer consumers to appropriate entities according to the established guidelines.
Facilitate the fulfillment of caller requests for materials via mail, email, or download.
- Facilitate translation services for non-English speaking callers according to procedures.
- Escalate calls or issues to the appropriate designated staff for resolution as needed.
- Attend meetings and trainings as requested and maintain up-to-date knowledge of all programs and systems.
• Process life event changes, demographic updates, disenrollment requests, and special enrollment periods as requested.
• Respond to all inquiries consistent with confidentiality and privacy policies and refer callers to alternate sources when appropriate.
• Escalate calls or issues to the appropriate designated staff for resolution as needed.
• Facilitate translation services for non-English speaking callers according to procedures.
• Attends meetings and trainings as requested and maintains up-to-date knowledge of all programs and systems.
• Meet Quality Assurance (QA) and other key performance metrics.
• Responsible for adhering to established safety standards.
• Must be able to remain in a stationary position for an extended period of time.
• Occasionally lift, carry, or otherwise move items weighing up to 25 pounds.
• Work is constantly performed in an office environment
• Perform other duties as assigned by management.
- High school diploma or GED required and 6+ months of relevant professional experience required, or equivalent combination of education and experience.
• Excellent organizational, interpersonal, written, and verbal communication skills.
• Ability to perform comfortably in a fast-paced work environment.
• Ability to successfully execute many complex tasks simultaneously.
• Ability to work as a team member, as well as independently.
• Previous experience with computers, phone systems, and headsets preferred.
• Previous experience in customer service preferred.[1] Youtube Video
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