Customer Service Representative
About The Position
This remote Customer Service Representative position provides education, enrollment, and helpline services for the State of Michigan, primarily supporting clients in the Atypical Provider program, which helps Michigan residents apply for assistance with home health care services. The representative assists people who have difficulty navigating the website or lack access to it, answers questions about using the portal, and helps clients set up services. Customer service is the primary function. The role handles routine telephone inquiries and problems, records recurring problem areas, and may respond to email inquiries. Representatives use computerized systems for tracking, gathering information, and troubleshooting, and may direct customers to published materials, secondary sources, or more senior staff. They communicate routine information clearly and accurately to internal and external contacts. The position is fully remote and requires the employee to live in Michigan, have a quiet, distraction-free workspace, and meet the stated internet requirements. The schedule is Monday through Friday, with availability required from 8 a.m. to 5 p.m. Training is scheduled for 8 a.m. to 5 p.m. Monday through Friday for 13 days, subject to change. The role requires a three-month commitment and attendance throughout training; time off during training is not approved under the stated attendance policy. Candidates must attend the RJP and remain on camera throughout it.
Requirements
- Must live in the state of Michigan.
- Must have a quiet, distraction-free place to work.
- Internet must meet the stated requirements: 25 Mbps download and 10 Mbps upload, with at least 30 GB of data; 50 Mbps is required if sharing internet with others in the household. The description also initially mentions 20 Mbps internet speed.
- Must have a smartphone or tablet.
- Must be comfortable using a computer and dual monitors.
- Must achieve at least 35 words per minute on the provided typing test.
- Must be able to talk and type simultaneously while taking calls.
- Strong verbal and written communication skills.
- Clear, articulate speech for telephone work.
- Customer service experience, which may include call center, retail, banking, face-to-face, or telephone customer service.
- Must be available Monday through Friday, 8 a.m. to 5 p.m., and for the stated training schedule.
- Must be able to make a three-month commitment.
- Must attend the RJP and remain on camera throughout it.
- Must sign all agreements.
Nice To Haves
- Benefit enrollment experience.
- Experience with Champs, CRM, or MAXeb.
- Experience handling large volumes of calls.
Responsibilities
- Answer inbound calls providing education, enrollment, and helpline services for the State of Michigan.
- Assist Atypical Provider program clients with navigating the portal and setting up home health care services.
- Handle routine customer service inquiries and problems by telephone.
- Record consistent or recurring problem areas.
- Respond to email inquiries as needed.
- Use computerized systems for tracking, information gathering, and troubleshooting.
- Refer customers to published materials, secondary sources, or more senior staff when appropriate.
- Communicate routine information clearly and accurately with internal and external contacts.
Benefits
- Medical insurance
- Dental insurance
- Vision insurance
- Critical illness, accident, and hospital coverage
- 401(k) retirement plan with pre-tax and Roth post-tax contributions
- Voluntary life insurance and AD&D coverage for employees and dependents
- Short- and long-term disability
- Health Spending Account (HSA)
- Transportation benefits
- Employee Assistance Program
- Time off/leave, which may include PTO, vacation, or sick leave
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What This Job Offers
Career Level
Entry Level
Education Level
No Education Listed
