Contact Center Agent

Tidal Basin Holdco, LLC • , HI

1d • $18 - $21 • Remote

About The Position

The Contact Center Agent handles inbound and outbound calls, provides customer service, and resolves inquiries efficiently. The role assists callers with Medicaid benefits, general inquiries, and renewals while maintaining professionalism, empathy, and confidentiality. This is a temporary, remote position supporting a project in Hawaii. Work hours are 8 AM to 5 PM Hawaii Standard Time (HST), with willingness to work flexible hours, including nights and weekends, as needed. The role uses a Virtual Desktop Interface (VDI) and requires a quiet, secure, confidential workspace and a reliable internet connection.

Applicants must provide a personal Windows 10/11 or macOS laptop or desktop with at least 2 CPUs at 1.6 GHz or faster, 8 GB RAM, and 25 GB of free disk space. The device must support the Edge browser and multi-factor authentication. A consistent internet speed of 100 Mbps download and 40 Mbps upload is recommended for the best experience. Screen saver settings and multi-monitor configurations may affect VDI performance, so agents should be comfortable adjusting device settings, including disabling local screen savers.

The position requires a high school diploma or equivalent and 1–3 years of prior call center or customer support experience. Previous experience in Medicaid or health insurance contact centers, higher education credits or a degree, case management experience, contact center software familiarity, and specified language skills are preferred. Pay is $18–$21 per hour.

Requirements

• High school diploma or equivalent.
• 1–3 years of previous experience in a call center or customer support role.
• Excellent verbal and written communication skills.
• Experience using MS Office and Teams.
• Knowledge of customer service practices and principles.
• Excellent data entry and typing skills.
• Superior listening, verbal, and written communication skills.
• Ability to handle stressful situations appropriately.
• Positive attitude, team-player mentality, and willingness to learn and adapt.
• Strong attention to detail, time management, and decision-making skills.
• Comfort with multitasking in a fast-paced, high-volume call center.
• Ability to demonstrate empathy and professionalism.
• Reliable internet connection and a designated computer in a quiet, secure, confidential workspace.
• Willingness to work flexible hours to support business needs and various time zones, including nights and weekends as needed.
• Regular, punctual attendance and compliance with company timekeeping policy.
• Ability to partner with leaders and meet performance standards based on supervisor feedback.
• Personal laptop or desktop running Windows 10/11 or macOS, with at least 2 CPUs at 1.6 GHz or faster, 8 GB RAM, and 25 GB free disk space.
• Device must support the Edge browser and multi-factor authentication.
• A consistent internet connection; 100 Mbps download and 40 Mbps upload is recommended.

Nice To Haves

• Previous experience in a Medicaid or health insurance industry contact center.
• Higher education credits or a degree.
• Case management experience.
• Familiarity with contact center software.
• Bilingual ability in Tagalog, Ilocano, Japanese, Spanish, or Hawaiian.

Responsibilities

• Answer incoming calls promptly and professionally, listen actively, and address customer inquiries and concerns.
• Make outbound follow-up calls regarding customer inquiries and issues and verify information as needed.
• Assist callers with Medicaid benefits, general inquiries, and renewals.
• Identify customer needs, research issues, resolve complaints, and provide solutions.
• Follow communication scripts and provide product and service information.
• Complete required training in a timely manner to maintain knowledge of program policies, procedures, and project updates.
• Follow call-handling procedures, including identity-verification protocols and protection of caller privacy and sensitive information.
• Research information using available resources.
• Process orders, forms, and applications accurately and efficiently.
• Escalate complex issues to the appropriate department or leadership.
• Maintain customer records and update databases; document call information according to standard operating procedures and time frames.
• Recognize and document trends in customer calls and alert the management team.
• Maintain ownership of the call lifecycle, including follow-up and escalation to supervisors when necessary.
• Meet daily qualitative and quantitative targets and service, productivity, and quality objectives.
• Follow contact center schedules and ensure telephone coverage during operating hours.
• Perform clerical or administrative tasks and other duties as assigned.
• Complete all required compliance training.
• Maintain regular, punctual attendance and follow company timekeeping policy.
• Partner with leaders and meet performance standards based on supervisor feedback and coaching.

What This Job Offers

• Career Level: Entry Level
• Education Level: High school or GED