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Jobs · OTHR · New Mexico

State of New Mexico Contact Center Agent (Artech) (Must Live in NM)

Accenture · Albuquerque, NM · 4 days ago
OTHR$20–$27/hrContract

About The Role

We are seeking qualified contractors to fulfil the role of a Contact Call Center Agent, leveraging call center experience, strong customer service skills, problem solving, and attention to detail to deliver a positive citizen experience across multiple communication channels. The ideal candidate enjoys building relationships, adapts quickly to change, and demonstrates professionalism and resilience in a fast-paced environment. This opportunity is open to individuals located in New Mexico. Only New Mexico residents will be considered for this position. Additionally, the role requires access to reliable internet and the ability to manage all responsibilities from a home office.

The project hours of operations will be Monday – Friday, in which candidate must be available to work an 8-hour shift between 7:00 AM to 7:00 PM Mountain Standard Time. Training hours are 8 a.m. to 5 p.m. Mountain Standard Time Zone, Monday-Friday.

Contractors will be engaged and paid by a third-party payroll supplier, Artech, which will serve as the employer of record for tax and compliance purposes.

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 the summer programs, EBT cards, monies they will receive, updating addresses, 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 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

Deliverables or Project Scope

  • Timely and accurate resolution of citizen inquiries
  • Clear and complete documentation of customer interactions and outcomes
  • Consistent adherence to operational, quality, and compliance standards
  • Proactive identification of trends and risks impacting service delivery

Collaboration Tools or Platforms

  • Microsoft Office (Excel, Word, Outlook, Teams)
  • Internet-based call handling and chat platforms
  • Internal research tools, knowledge bases, and call logging systems

Qualifications

  • 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

Preferred Qualifications

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

Pay

Compensation for contractor roles supporting Accenture is determined by the contractor’s employer Artech, and varies depending on factors such as location, role, skill set, and experience. Below are the reasonable ranges of compensation Artech expects to pay for this role:

  • California: $20.00 to $27.00 per hour
  • Colorado: $18.50 to $24.00 per hour
  • Cleveland: $17.50 to $22.00 per hour
  • District of Columbia: $22.00 to $28.50 per hour
  • Illinois: $19.00 to $24.50 per hour
  • Maine: $18.00 to $23.00 per hour
  • Maryland: $20.50 to $26.00 per hour
  • Massachusetts: $21.50 to $27.50 per hour
  • Minnesota: $19.50 to $24.50 per hour
  • New Jersey: $21.50 to $27.00 per hour
  • New York: $22.00 to $28.00 per hour
  • Virginia: $19.50 to $25.00 per hour
  • Washington: $22.50 to $29.00 per hour

Artech offers a market competitive suite of benefits including health, dental, and vision insurance, 401(k) retirement savings plan, timely payroll and compliance.

Schedule

This role requires availability to work an 8-hour shift between 7:00 AM to 7:00 PM Mountain Standard Time, Monday through Friday. Training hours are 8 a.m. to 5 p.m. Mountain Standard Time, Monday through Friday.

Compliance Notes

This is a contractor role administered through a third-party payroll supplier. The supplier will determine compensation, benefits, and applicable employment policies. The contractor will not be eligible for employee benefits from Accenture. The supplier will ensure compliance with applicable federal and state laws including ADA, FMLA, and local ordinances.

Contractors must have work authorization that does not now or in the future require sponsorship of a visa for work authorization in the United States. Individuals currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration. Contractor candidates will not be obligated to disclose sealed or expunged records of conviction or arrest. A criminal conviction history is not an absolute bar to engagement with Accenture.

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