Remote Call Center Representative

Remote Call Center Representative

**Fully Remote ONLY in State of New Jersey**

**Equipment is not provided (you will need your own equipment that is specified in the posting)**

Job Description

The Customer Service Representative CSR is responsible for answering inquiries from Marketplace individual consumers including but not limited to general information as well as assisting individuals and families in applying for health care coverage through the Marketplace.

• Answer incoming calls from consumers including the general public prospective enrollees and people assisting enrollees or acting on their behalf in accordance with all performance standards policy and procedures and protocols including but not limited to the confidentiality and privacy policies.

• Respond effectively to all forms of inbound and outbound contacts.

• Track and document all inquiries using the applicable systems.

• Process new applications for health care coverage via the telephone including building tax household household income eligibility determinations interpreting determinations made by the Marketplace and enrollment into health plans. Transfer/refer consumers to appropriate entities according to the established guidelines.

• Process life event changes demographic updates disenrollment requests and special enrollment periods as requested.

• Facilitate the fulfillment of caller requests for materials via mail email or download.

• Facilitate translation services for non-English speaking callers according to procedures.

• Escalate calls or issues to the appropriate designated staff for resolution as needed.

• Attend meetings and trainings as requested and maintain up-to-date knowledge of all programs and systems.

• Perform other duties as assigned by management.

Location: Remote / Work from home in State of New Jersey

Training Schedule/Duration: M-F 8:00 AM - 4:30 PM Eastern for a duration of 3 weeks.

Hours of Operation: - Open Enrollment: 11/1 - 1/31:

8:00 am to 8:00 pm EST - Monday through Friday.

8:00 am to 5:00 pm EST - Saturday

8:00 am to 5:00 pm EST - last two Sundays of OE

8:00 am - 10:00 pm EST - last three days of OE

8:00 am to 8:00 pm EST - one week after OE period ends.

Hours of Operation: Non-Open Enrollment: 8:00 am to 5:00 pm Eastern - Monday through Friday

Education Required:

• High School Diploma GED or equivalent

• AA or higher degree preferred.

Experience Required:

• Minimum of 6 months experience needed

• Strong data entry and telephone skills

• Excellent organizational interpersonal written and verbal communication skills

• Ability to perform comfortably in a fast-paced work environment

• Ability to successfully execute many complex tasks simultaneously

• Ability to work as a team member as well as independently

• Previous experience with computers phone systems and headsets preferred

• Previous experience in customer service and call center preferred

• Bi-lingual Spanish is a plus.

Pay Rate:

• 18.00 - English Only
• 19.00-bilingual English/Spanish

Equipment:

Equipment is not provided for the role you must supply your own and meet the requirements needed below.

• **Cannot have MAC or Celeron Processor**
• Must have home internet available
• PC Processor: Intel i5, AMD Ryzen 5, or better
• PC Memory: 8+ GB RAM
• Hard Drive Storage: 256 GB SSD, 50 GB of free memory space
• PC/Operating System: Windows 10 or higher
  • Must be Windows OS (iPad, Chromebook, Mac are examples of non compatible devices) for AWS use as a equipment because the functionality of those platforms cannot be guaranteed and present challenges for NJSBE systems.
• Headset: USB Gen 2 or newer port or Wired Microphone- no Bluetooth devices.
• Smartphone: Must have Android or Apple Smartphone available for login purposes
• Webcam: Only required during training.