Customer Service Rep. (Remote Must Live in New Mexico)

About the role

This is a contractor opportunity for a Remote Customer Service / Call Center Representative. The position is remote but requires the candidate to reside in New Mexico. Engagement is through a third‑party payroll supplier, Manpower Group / Experis, which serves as the employer of record. The contract begins on December 7, 2026 and has an initial duration of 12 months with potential for extension. The role involves handling citizen inquiries across phone, chat, and email channels to support summer program eligibility, EBT cards, Medicaid, and related benefits, delivering a positive citizen experience while adhering to operational, quality, and compliance standards.

Responsibilities

• Answer incoming and conduct outbound communications via phone, chat, and email
• Follow established call flows and scripts to ensure consistency and quality
• Relay accurate findings, decisions, and outcomes to customers regarding eligibility questions for summer programs, EBT cards, monies they will receive, updating addresses, and directing resources on how to apply if not automatically enrolled
• Answer incoming phone calls, conduct outreach phone calls, chats, and/or emails regarding Medicaid
• Follow call flows with scripts
• Research and review customer inquiries using multiple systems, relaying outcomes to the customer
• Clearly document call information and encounters in call logs
• Review monthly benefit allotments
• Assist with re‑certifying to retain benefits
• Switch insurance coverage
• Issue Medicaid cards
• Assist individuals with applying for medical and income benefits
• Provide status of application, benefits, and eligibility
• Ensure timely and accurate resolution of citizen inquiries
• Maintain clear and complete documentation of customer interactions and outcomes
• Adhere consistently to operational, quality, and compliance standards
• Proactively identify trends and risks impacting service delivery
• Utilize collaboration tools: Microsoft Office (Excel, Word, Outlook, Teams), internet‑based call handling and chat platforms, internal research tools, knowledge bases, and call logging systems

Requirements

• High School Diploma or GED equivalent
• Minimum of 2 years' experience in Customer Service
• Minimum 2 years Call Center Experience
• Proficiency with computers, including internet navigation, email, and data entry

Qualifications

• Strong listening, verbal, and written communication skills
• Reliable internet connection capable of supporting internet‑based calls
• Quiet, private remote work location

Benefits