Call Center Representatives
DataStaff, Inc. is seeking several Call Center Representatives for contract to hire opportunities in the New Jersey area.
This role is remote but candidates must reside in the state of NJ at ALL times for this opportunity.
This position requires you to have a professional, quiet workspace, free from distractions with high-speed internet capability and a reliable PC/Laptop with Windows 10, webcam, smartphone and headset with microphone.
This is full-time and we are seeking candidates that can work any shift during the hours of operation.
Hours of Operation for open enrollment period of November - January:
Monday through Friday (8:00 AM to 8:00 PM)
Saturdays, Sundays (8:00 AM to 5:00 PM)
Hours outside of the open enrollment period are Monday through Friday (8:00 AM to 5:00 PM). Schedules are assigned during the first week of training period.
Requirements:
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.
Experience Required:
- High School Diploma, GED, or equivalent; AA or higher degree preferred.
- 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.
This position is available as a W2 position with a competitive benefits package. DataStaff, Inc. offers medical, dental, and vision coverage options. As many of our opportunities are long-term, we also have a 401k program available for employees after 6 months.