Customer Service Representative

TEKsystems•Honolulu, HI

57d•$19 - $19•Remote

About The Position

CSR's will be supporting the State of Hawaii Unemployment office for approximately 3 months contract to hire - 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. - Track and document all inquiries using the applicable systems. - Answer incoming calls from consumers and providers requesting information about the Medicaid Newborn process, Good Cause, and/or Presumptive Eligibility for children. - Complete associated tasks according to the established guidelines. - Track and document all inquiries using the applicable systems. - Meet Quality Assurance (QA) and other key performance metrics. - Facilitate the fulfillment of caller requests for materials via mail, email, or download. - Transfer/refer consumers to appropriate entities according to the established guidelines. - Escalate calls or issues to the appropriate designated staff for resolution as needed. - Facilitate translation services for non-English speaking callers according to procedures. - Attend meetings and trainings as requested and maintain up-to-date knowledge of all programs and systems.

Requirements

call center
customer service
data entry
answering phones
Candidate must have a minimum of 6 months of customer service experience.
Must be computer proficient.
Must have own phone and computer.

Nice To Haves

Call center experience preferred but not required.
Client is willing to look at candidates who have a customer service in retail and/or hospitality.

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.
Track and document all inquiries using the applicable systems.
Answer incoming calls from consumers and providers requesting information about the Medicaid Newborn process, Good Cause, and/or Presumptive Eligibility for children.
Complete associated tasks according to the established guidelines.
Track and document all inquiries using the applicable systems.
Meet Quality Assurance (QA) and other key performance metrics.
Facilitate the fulfillment of caller requests for materials via mail, email, or download.
Transfer/refer consumers to appropriate entities according to the established guidelines.
Escalate calls or issues to the appropriate designated staff for resolution as needed.
Facilitate translation services for non-English speaking callers according to procedures.
Attend meetings and trainings as requested and maintain up-to-date knowledge of all programs and systems.