Contact Center Agent

This is a temporary remote position using a Virtual Desktop Interface (VDI). Applicants must provide their own computer (laptop or desktop) running Windows 10/11 or macOS with at least 2 CPUs (1.6 GHz or faster), 8 GB RAM, and 25 GB free disk space. Devices must support Edge browser and multi-factor authentication. A consistent internet speed of 100 Mbps download / 40 Mbps upload is recommended for optimal performance. Screen saver settings and multi-monitor configurations may affect VDI performance.

About the role

As a Contact Center Agent, you will handle inbound and outbound calls, provide exceptional customer service, and resolve customer inquiries efficiently. This role is ideal for individuals who enjoy helping others and thrive in a fast-paced environment. You will assist callers with Medicaid benefits, general inquiries, and renewals while maintaining a quiet, secure, and confidential workspace.

Responsibilities

• Answer incoming calls promptly and professionally, actively listening and addressing customer inquiries and concerns.
• Make outbound calls to follow up on customer inquiries and issues, verifying information as necessary.
• Assist callers with Medicaid benefits, general inquiries, and renewals.
• Identify customer needs, research issues, resolve complaints, and provide solutions.
• Follow communication scripts and provide product and service information to customers.
• Maintain up-to-date knowledge of program policies, procedures, and project updates by completing required training in a timely manner.
• Adhere to all call handling procedures, including protocols for verifying identity and protecting caller privacy and sensitive information.
• Research required information using available resources.
• Process orders, forms, and applications efficiently and accurately.
• Escalate complex issues to the appropriate department or leadership for resolution.
• Maintain customer records and update databases with relevant information.
• Document all call information according to standard operating procedures and time frames.
• Recognize, document, and alert the management team of trends in customer calls.
• Maintain ownership of the lifecycle of a call, including follow-up and escalation to supervisors where necessary.
• Meet daily qualitative and quantitative targets, achieving all objectives for service, productivity, and quality.
• Adhere to contact center scheduling, ensuring telephone coverage during contact center hours of operations.
• Perform clerical or administrative tasks and other duties as assigned.
• Complete all required compliance training.

Requirements

• High school diploma or equivalent.
• Excellent communication skills, both verbal and written.
• 1-3 years of previous experience in a call center or customer support role.
• Willingness to work flexible hours, including nights and weekends, as needed.
• Must maintain a reliable internet connection on a designated computer in a quiet, secure, confidential workspace.
• Ability to handle stressful situations appropriately and multitask in a fast-paced, high-volume call center.

Skills

• Experience using MS Office and Teams.
• Knowledge of customer service practices and principles.
• Excellent data entry and typing skills.
• Superior listening, verbal, and written communication skills.
• Strong attention to detail, time management, and decision-making skills.
• Ability to demonstrate empathy and professionalism.
• Positive attitude, team player mentality, and willingness to learn and adapt.
• Maintains regular, punctual attendance and follows company timekeeping policy.
• Ability to partner with leaders and meet performance standards based on feedback.

Qualifications (Preferred)

• Previous experience in a Medicaid or health insurance industry contact center.
• Higher education credits or degree.
• Case management experience.
• Contact center software familiarity.
• Bilingual in Tagalog, Ilocano, Japanese, Spanish, or Hawaiian.

Schedule

Work hours are 8 AM to 5 PM Hawaii Standard Time (HST).

Pay

$18 - $21/hour