IN-IDOI-Inbound Call Center Rep

Technotopia Solutions•Indianapolis, IN

16h•Onsite

About The Position

This role involves answering incoming 800 helpline calls, performing data entry of client contacts, and handling other clerical functions such as mailings and inventory. The position requires completing a 5-day training on health insurance for people with Medicare. The representative will answer calls in a timely manner, record information on Client Contact forms, and forward calls to volunteer counselors or provide assistance when volunteers are unavailable. Duties also include taking calls from counselors regarding availability and supplies, completing daily data entry, preparing and mailing information packets, and managing inventory. The role also involves informing the Office Manager about low supply levels, organizing deliveries, maintaining a tidy work area, and taking voicemail messages for packet requests twice daily. Additionally, the representative will prepare training materials for new counselors and presentation materials for supervisors and local sites. Other duties may be assigned by the Office Manager, including special mailings, updating recordings, and list maintenance.

Requirements

Must complete a 5-day training on health insurance for people with Medicare.
Must make it in by 8am but in some cases will allow 8:30.
Answers 800 helpline calls.
Performs other general office duties such as data entry, mailings, and inventory.
Incumbent performs standardized tasks and must successfully complete trainings and effectively communicate on the telephone keeping consistent with agency policies and laws affecting the agency.
Incumbent must provide accurate and correct information to callers and complete tasks in a timely manner.
Incumbent is responsible for accuracy giving Medicare information over the telephone and maintaining accurate records, files, forms, reports and technical information.

Nice To Haves

Errors in work or faulty judgment can undermine trust and the reputation of the program.

Responsibilities

Answer all 800 calls in a timely manner.
Record on Client Contact forms.
Forward 800 calls to available volunteer counselors or provide counseling assistance when volunteers are not available.
Take calls from counselors regarding availability and/or supplies.
Complete data entry each day including Client Contacts.
Do labels and mailing for information packets, assemble packets of information, and make copies of SHIP information as needed.
Inform the Office Manager when supplies of materials are low.
Put away all deliveries in an orderly manner.
Keep work area in order and recycle unwanted paper and boxes.
Make sure work area is neat and orderly.
Take voice mail messages for all packet requests twice a day (morning and afternoon at minimum).
Forward call back messages to Volunteer Supervisors at the end of the day.
Put together new counselor training materials and other training materials requested by Trainers.
Put together presentation materials and supplies as requested by Volunteer Supervisors, Counselors, or SHIP Local Sites.
Other duties as assigned by Office Manager including, but not limited to, special mailings/emails, 800 message recordings, updating lists, etc.