Customer Service Representative Remote Kentucky

About the role

Call center representatives answer multiple call types focused on assisting KY residents with a variety of different health benefits (such as SNAP, Medicaid and TNAF). Call types include password resets, application status, application intake/updates and our customer also need help navigating the government's online application tool. It also includes dealing with multiple systems to input and read/interpret data back to the caller. These calls can be difficult as we handle SNAP and other benefits (Supplemental Nutrition Assistance Program) and deal with callers who are missing/denied benefits.

Responsibilities

• Answer multiple call types focused on assisting KY residents with a variety of different health benefits (such as SNAP, Medicaid and TNAF).
• Dealing with multiple systems to input and read/interpret data back to the caller.
• Handle difficult calls related to SNAP and other benefits (Supplemental Nutrition Assistance Program) and callers who are missing/denied benefits.
• Follow a break and lunch schedule daily that is set by our global Workforce team.
• Answer all calls that come into their station without hanging up, not responding so that the caller hangs up, and not abusing hold time as it is closely monitored.
• Maintain professionalism throughout the call regardless of how difficult it may become.
• Ensure valid transfers and quality assurance as per the client's policy.
• Respond to customer satisfaction surveys as per the client's guidelines.

Requirements

• One year minimum experience in High Volume Call Centers.
• One year minimum Customer Service Experience.
• High School diploma or GED.
• Background and drug screening required.
• Ability to adhere to a break and lunch schedule.
• Excellent typing and grammar skills.
• Excellent customer service skills.
• Excellent phone etiquette skills.
• Reliable internet access.
• Quiet work environment, free of distractions.
• Must reside in the State of Kentucky for this position.

Qualifications

None specified.

Skills

None specified.

Benefits

Full benefits package, including health insurance coverage, voluntary dental and vision programs, life and disability insurance, a retirement savings plan, paid holidays, and paid time off (PTO) or vacation and/or sick time.

Pay

$16.50 per hour, bi-weekly pay. Actual salaries will vary and may be above or below the range based on various factors including but not limited to location, experience, and performance.

Schedule

Full-time schedule (40 hrs. a week). Shifts: Availability between the hours of operation - Monday thru Friday - 8:00 AM - 8:00 PM EST Saturdays - 8:00 AM to 5:00 PM EST.