Customer Service Representative - New Jersey Residents

Customer Service Representative

100% Remote - Must Reside in the State of New Jersey

Contract

Project Overview: The NJ SBE project will provide front line contact center and back office i.e. paper application data entry document linking DMI resolution support during the project Open Enrollment period. 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.

Job Description

• 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.

Schedule/Hours:

• During non-open enrollment periods: Monday - Friday 8 AM to 5 PM EST
• During open enrollment: between 11/1/2025 through 01/31/2026
  • Must be available to work between the hours of 8:00 AM - 8:00 PM
  • Must be available to work Monday - Friday and occasional Saturdays.

Requirements:

• High School Diploma GED or equivalent - AA or higher degree preferred.

• Minimum of 6 months of previous call center required.

• Strong data entry and telephone skills

• Excellent organizational interpersonal written and verbal communication skills.

• Ability to perform comfortably in a fast-paced work environment and successfully execute many complex tasks simultaneously.

• Previous experience with computers phone systems and headsets preferred

• Bi-lingual Spanish is a plus.

Equipment: Bring Your Own Device

• You must have your own working laptop or computer with a working web camera - Mac iOS not eligible.
• Second monitor
• USB headset

Skills

customer service

Top Skills Details

customer service

Experience Level

Entry Level