Customer Experience Associate II | Call Center Representative | Onsite

Job Summary

We are seeking a Customer Experience Associate II to join a fast-paced customer support team. In this role, you will serve as the primary point of contact for individuals seeking information regarding benefit programs and application status. The ideal candidate will have strong customer service skills, call center experience, excellent communication abilities, and accurate data entry skills.

Key Responsibilities

• Serve as the first point of contact for customer inquiries via telephone.
• Respond to questions regarding application status and required documentation.
• Provide professional, courteous, and accurate customer support.
• Document all customer interactions using designated software systems.
• Research customer inquiries and resolve issues promptly.
• Escalate calls to appropriate departments when necessary.
• Maintain knowledge of program policies and procedures.
• Enter customer information and complaints accurately into tracking systems.
• Identify trends in customer concerns and recommend service improvements.
• Meet daily productivity, quality, and customer satisfaction goals.
• Participate in training sessions and quality improvement initiatives.
• Report technical issues affecting systems or equipment.
• Handle confidential information with professionalism and discretion.

Required Qualifications

• Associate's Degree preferred.
• Minimum 6 months of call center or customer service experience.
• Ability to type 35+ WPM accurately.
• Strong verbal and written communication skills.
• Excellent customer service and problem-solving abilities.
• Experience with data entry and documentation.
• Proficiency with Microsoft Office Suite and computer systems.
• Ability to multitask in a fast-paced environment.
• Strong organizational and time management skills.
• Ability to maintain confidentiality and professionalism.
• Comfortable working independently and as part of a team.

Preferred Qualifications

• Experience supporting Medicaid, CHIP, public assistance, healthcare, or human services programs.
• Bilingual candidates are encouraged to apply.