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

About the role

We are seeking qualified contractors to fulfill the role of a Contact Call Center Agent, leveraging call center experience, strong customer service skills, problem-solving abilities, 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.

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
• Aid with re-certifying to retain benefits
• Switching insurance coverage
• Issuing Medicaid cards
• Aid 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 experience
• 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

How to Apply

Please register and submit your resume at Avature Contractor Exchange. Qualified candidates will be contacted by Accenture’s Direct Sourcing team for initial screening, then by Artech for next steps.