CONTACT CENTER CUSTOMER SERVICE REPRESENTATIVE
CRP, Incorporated (CRP), a professional services and management consulting firm, is seeking Healthcare Customer Service Representatives (CSRs) to support the DC Health Link Contact Center. CSRs will assist DC residents with obtaining affordable healthcare coverage for themselves, their family and/or small business.
CONTACT CENTER OPERATIONS – Our partner provides daily oversight and management of the Contact Center environment. If hired, CRP, Incorporated will be your employer, handling all employment matters, from onboarding, timesheets, and compensation to performance reviews, coaching, and support. On a daily basis, you will report to a Contact Center Supervisor who will provide you with operations management, guidance, and general support, ensuring you feel reassured and supported in your role.
OUR CLEINT – Our project client is the DC Health Benefit Exchange Authority (HBX). The HBX works closely with multiple DC Government agencies to operate the DC Health Link, also known as the DC Health Benefit Exchange program. HBX's overall mission is to ensure access to quality and affordable health care for all DC residents. As a customer service representative, you would assist with enrollments, applications, account access, the Small Business Health Options program, and other related duties.
ROLES, RESPONSIBILITIES & EXPERIENCE – The Contact Center Customer Service Representative position requires a range of roles and responsibilities, including but not limited to the below information, operational tasks, customer service, qualifications, skills, and experience.
- Professionally handle large volumes of inbound/outbound calls in a timely manner.
- Carefully and efficiently follow all call center scripts and guidelines, policies and procedures.
- Navigate between multiple screens in order to provide accurate information to callers.
- Complete and maintain accurate call service logs.
- Consistently meet performance goals by adhering to project guidelines.
- Professional demeanor and excellent phone etiquette.
- Excellent written and verbal communication, interpersonal and organizational skills.
- Able to effectively work in a remote (virtual) call center environment.
- Ability to work through 4-weeks of training and 1-month nesting without interruption, absences, late arrivals or early departures.
- High School Diploma or equivalent.
- Must have a minimum of six months relevant experience (i.e., healthcare, insurance, medical front office support).
- Fluent in English, Spanish a plus.
- Must pass the security background check.
- Must pass the customer service skills assessment with a score of 85% or better.
- Able to take constructive criticism and open to coaching and additional training as needed.
- All CSRs will be responsible for providing their own personal computer or laptop for the 4-weeks of training. Equipment must be in good working condition with the latest software updates. Webcam required.
- Must have a reliable Internet Service Provider (ISP). High speed internet access with a minimum of 25 Mbps upload/download speeds and wired Ethernet capability.
- Physical workspace requirements include an area that is dedicated for work and not used for anything else (closed door environment), isolated from distractions and interruptions.
- Physical effort requirements include constant sitting with headset; frequent usage of computer; and ability to lift 50lbs or more of equipment and materials on a regular basis.
Salary: $18.25 per hour, including Paid Training and PTO
Job Type: Full-time, Contract
Diversity and inclusion are elements of CRP’s corporate DNA!
Job Types: Full-time, Contract
Pay: $18.25 per hour
Expected hours: 40 per week
Benefits:
- Health insurance
- On-the-job training
- Paid time off
- Work from home
Experience level:
Shift:
Weekly day range:
- Monday to Friday
- Weekends as needed
Work setting:
Application Question(s):
- Do you actually live in the District of Columbia?
Experience:
- Call Center: 1 year (Required)
- Customer Service: 1 year (Required)
Location:
- Washington, DC (Required)
Work Location: Remote