Call Center Customer Service Representative (DC Resident)

The Customer Service Representative assist DC residents with understanding the health insurance options to make informed health plan selections for their family and/or small business.

1. Assist DC residents with answers regarding DC Health Link options, products and services.

2. Resolve issues and concerns related to applications and eligibility requirements.

3. Consult with senior peers on more complex issues to resolve concerns. Follows escalation procedures to ensure complex support issues are resolved.

4. Handle large volumes of inbound/outbound calls professionally and in a timely manner.

5. Carefully and efficiently follow all call center scripts and guidelines when talking, processing information and responding to difficult questions or providing customers with detailed information.

6. Navigate between multiple screens in order to provide accurate information to callers.

7. Collect and analyze customer information and inquiries while, maintaining accurate call service logs.

8. Assist less experienced peers, as needed.

9. Consistently meet monthly performance goal of 90% or greater by adhering to policies and guidelines; and Other duties as assigned.

1. Must be a District of Columbia Resident

2. Must have Call Center Experience

3. Ability to consistently meet individual monthly performance goal of 90% or greater;

4. Commit to a 4-week training class and 30-day transition to the CSR role without interruption or absences;

5. Ability to work during blackout and open enrollment periods without interruption or absences;

1. High school diploma or equivalent;

2.Two (2) years of customer service/call center experience or equivalent;

3. Successful candidates must pass skills assessment tests with a score of 85% or better;

4. Must pass background check;

5. Experience in the healthcare industry (a plus)

6. Able to effectively work in a remote (virtual) call center environment;

7. Bi-lingual candidates (a plus);

8. Has substantial understanding of the job and ability to apply knowledge and skills to complete a wider range of tasks; and

9. Works on assignments that are moderately difficult, requiring judgment in resolving issues or in making recommendations. Exhibits moderate call center knowledge.

1. CSRs will be responsible for providing their own personal computer or laptop for the 4-week training session. Equipment must be in good working condition with the latest software updates, virus protection and equipped with a webcam for video conferencing.

2. Physical Workspace – An area that is dedicated for work and not used for anything else (closed door environment), isolated from distractions and/or interruptions. All CSRs are subject to random in-home inspections from DC Health Link project officials anytime during scheduled shift hours;

3. Reliable internet speed and consistent availability of communications from a dependable Internet Service Provider (ISP); speed test required to confirm service strength and capability;

4. Modem and router directly connected to computer equipment using Ethernet cable (the use of wireless internet connectivity (Wi-Fi) is prohibited). The ISP usually provides modems, and routers may be purchased locally or online, newer routers are more secure; and

5. CSRs are responsible for securing and maintaining the condition of all client loaner equipment and accessories throughout the project lifecycle.