CSR2-CallCenter

Description

Project Overview: Supporting Maine State-based Marketplace, Consumer Assistance Center. Provide customer service assistance for the State-run health insurance marketplace that the citizens of Maine can access to shop for health care coverage and enroll in a plan.

Position Title: CSR2-CallCenter

Training and Residency: 100% attendance is expected, and agents will be expected to be on camera for the entire duration of training.

Training - 8:00 AM - 4:30 PM M-F | 3 Weeks

Residency - 8:00 AM - 4:30 PM M-F | 2 Weeks Please note that the residency schedule may be adjusted to 8:30am -5:00pm.

Hours of Operation: Friday 8:00 AM- 5:00 PM ET through October 31st, 2024.

Hours of Operation During Open Enrollment: November 1st through Jan 15th.

8AM-8PM Monday-Friday

9AM-1PM Saturdays, closed Sundays with the following exceptions:

- Saturday 11/1 – 8AM-8PM

- Saturday 12/13 – 8AM-10PM

- Sunday 12/14 – 8AM-10PM

- Sunday 1/11 – 9AM-1PM

Please be very clear in communicating to agents this year that the following dates require the agents be available to work.

Saturday December 13th-Monday December 15th

Monday January 12th-Thursday January 15th.

Equipment: Bring Your Own Device (BYOD) per provided specs plus camera

Real Job Preview: To help improve the candidate experience and improve the success of meeting our client expectations both in quantity (recruiting numbers) and in quality of staff, Real Job Preview (RJP) will be conducted. We are using a multimedia presentation that will include an overview, job and performance expectations and a road map of their new hire journey, ending in a Q&A session.

CSR 2 Job Description

Essential Duties and Responsibilities:

• 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.

Minimum Requirements:

High School diploma or equivalent

• 6 months - 2 years of experience

• Strong data entry and telephone skills

Job Seeker Entry: Please ensure that the candidate’s legal name is entered and spelled accurately on the tracker and in Fieldglass (no maiden names, nick names, preferred names, etc.).

Reminders When Recruiting Contact Center Operations Workers

Equipment: Bring Your Own Device (BYOD) per provided specs plus camera

Personal Computer: Windows 10 or Mac OS 10.14 or Higher

Operating systems:

PC Processor: INTEL Core i5 or Higher

PC Memory: 4GB Ram or Higher

PC Hard drive: 64GB or higher

Internet: Wired network

Headset: USB Gen 2 wired with connected mic (no Bluetooth)

Customer service, Customer service call center, Call center, Customer support

Top Skills Details

Customer service,Customer service call center,Call center,Customer support

Experience Level

Entry Level