About the position Responsibilities • Handle inbound and outbound contacts in a courteous, timely, and professional manner • Listen to customers, understand their needs, and resolve customer issues • Research systems to find missing information as applicable; coordinate with other departments to resolve issues as applicable • Follow the processes of the Client program and perform all tasks in a courteous and professional manner • Utilize systems and technology to complete account management tasks • Accurately document and process customer claims in appropriate systems • Follow all required scripts, policies, and procedures • Utilize knowledge base and training to accurately answer customer questions • Comply with requirements surrounding confidential information and personal information • Appropriately escalate customer issues with the managerial team • Escalate customer issues to the appropriate staff and managerial for resolution as needed • Ensure first call resolution through problems solving and effective call handling • Attend meetings and training and review all new training material to stay up-to-date on changes to program knowledge, systems, and processes • Adhere to all attendance and work schedule requirements Requirements • Must be 18 years of age or older • High school diploma or equivalent • Experience with data-entry utilizing a computer • The ability to read and speak English fluently • Have a wired, high-speed internet connection (Download speed of 20Mbps+) • Excellent organizational, written, and oral communication skills • The ability to type swiftly and accurately (20+ words a reputed company) • Ability to work regularly scheduled shifts within our hours of operation including the training period • Basic knowledge of reputed company Office Suite (Excel, PowerPoint, Word, Outlook) • Familiarity with computer and Windows PC applications and the ability to learn new and complex computer system applications • Highly reliable with the ability to maintain regular attendance and punctuality • The ability to evaluate, troubleshoot, and follow-up on customer issues • An aptitude for conflict resolution, problem solving and negotiation • Must be customer service oriented (empathetic, responsive, patient, and conscientious) • Ability to multi-task, stay focused, and self-manage • Strong team orientation and customer focus • The ability to thrive in a fast-paced environment where change and ambiguity are prevalent • Excellent interpersonal skills and the ability to build relationships with your team and customers Nice-to-haves • One (1) year of experience in customer service, technical support, inside sales, back-office, chat, or administrative support in a contact center environment • Work at home experience • State or Federal work experience Benefits • Paid Time Off: Earn PTO and paid holidays to take the time you need • Incentives & Rewards: Participate in daily, weekly, and monthly contests that include cash bonuses and prizes ranging from electronics to dream vacations and sometimes even cars • Health Benefits: Full-time employees are eligible for comprehensive medical, dental, and vision coverage after 60 days of employment, and all employees have access to MEC medical plans after just 30 days • Retirement Savings: Secure your future with retirement savings programs, where available • Disability Insurance: Short-term disability coverage is available to help protect you during unexpected challenges • Life Insurance: Access life insurance options to safeguard your loved ones • Supplemental Insurance: Accident and critical illness insurance • Career Growth: With a focus on internal promotions, employees enjoy significant advancement opportunities • Paid Training: Learn new skills while earning a paycheck • Fun, Engaging Work Environment: Enjoy a team-oriented culture that fosters collaboration and engagement • Casual Dress Code: Be comfortable while you work Apply tot his job Apply To this Job