Contact Center Agent

Tidal Basin Holdco, LLC•, HI

17h•$18 - $21•Remote

About The Position

This is a temporary employment opportunity. Do you like making an impact on someone’s life? If so, our Contact Center Agent position may be perfect for you, and we invite you to apply. As a Contact Center Agent, you will be responsible for handling inbound and outbound calls, providing exceptional customer service, and resolving customer inquiries efficiently. The ideal candidate should possess excellent communication skills, patience, and the ability to multitask in a fast-paced environment in our state-of-the-art contact center. If you enjoy helping others, you will find this role to be challenging and rewarding. This position is remote using a Virtual Desktop Interface (VDI), requiring a quiet, secure, and confidential workplace. Applicants must have a personal computer (laptop or desktop) running Windows 10/11 or macOS, with at least 2 CPUs 1.6 GHz or faster, 8 GB RAM, and 25 GB free disk space. Devices must support Edge browser and multi-factor authentication. A consistent internet speed of 100 Mbps download / 40 Mbps upload would provide the best end-user experience. Screen saver settings and multi-monitor configurations may affect VDI performance. Applicants should be comfortable adjusting device settings as needed, including disabling screen savers on the local computer.

Requirements

Excellent communications skills both verbal and written.
Experience using MS Office and Teams.
1-3 years of previous experience in a call center or customer support role.
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.
Must be comfortable with multi-tasking and working in a fast-paced, high-volume call center.
Ability to demonstrate empathy and professionalism.
Maintain a reliable internet connection on a designated computer in a quiet, secure, confidential workspace.
Willingness to work flexible hours to support business needs and various time zones.
Maintains regular, punctual attendance, and follows company timekeeping policy.
Ability to partner with your leaders and meet performance standards based on feedback from your direct supervisor. (One on one coaching, on the spot coaching feedback, annual reviews, etc.)
High school diploma or equivalent.
Excellent communication skills, both verbal and written.
Willingness to work flexible hours, including nights and weekends, as needed.

Nice To Haves

Previous experience in a Medicaid or health insurance industry contact center.
Higher education credits or degree.
Case management experience.
Contact center software familiarity.
Bilingual - Tagalog, Ilocano, Japanese, Spanish, and Hawaiian

Responsibilities

Answer incoming calls promptly and professionally, actively listening and addressing customer inquiries and concerns.
Make outbound calls to follow up on customer inquiries and issues, verify information, as necessary.
Assist callers with their 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 to customers.
Maintain up-to-date knowledge of program policies, procedures, and project updates by completing required training in a timely manner.
Adhere to all call handling procedures, including protocols for verifying identity and protecting caller privacy and sensitive information.
Research required information using available resources.
Process orders, forms, and applications efficiently and accurately.
Escalate complex issues to the appropriate department or leadership for resolution.
Maintain customer records and update databases with relevant information.
Document all call information according to standard operating procedures, and time frames.
Recognize, document, and alert the management team of trends in customer calls.
Maintain ownership of lifecycle of call, including follow up and escalation to supervisors where necessary.
Meet daily qualitative and quantitative targets, and achieve all objectives for service, productivity, and quality.
Adhere to contact center scheduling, ensure telephone coverage during contact center hours of operations.
Perform clerical or administrative tasks.
Complete all required compliance training.
Perform other duties as assigned.