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Remote Call Center Representative

Arch Staffing and Consulting

This is a Contract position in New Hampshire, OH posted November 24, 2021.

Job Description:

  • Agents will be responsible for receiving inbound calls and troubleshooting customer issues with the goal of educating callers on what plan(s) best fit their insurance needs.
  • The goal is to utilize available tools to provide single call resolution and maintaining the utmost in customer satisfaction.
  • A combination of being a good listener, articulate, flexible, and possessing patience and empathy with a passion for helping others.

Essential Responsibilities and Deliverables:

  • Provide customer support through technical competence and effective communication skills
  • Provide “best in class” customer experience on every customer interaction
  • Troubleshoot the customer’s problems using the tools provided and troubleshooting knowledge
  • Utilize superior multitasking and communication skills to simultaneously employ numerous resources to research and resolve customer issues in a timely manner
  • Able to identify and escalate customer issues with empathy.

Critical Working Relationships:

  • Work closely with internal HBO and external Consumer customers
  • Accept feedback from Quality Analysts, supervisors, and other sources.

Qualifications, Knowledge, and Skills:

  • Candidate must possess a high school diploma or equivalent
  • Type 25 WPM without errors
  • Basic computer skills
  • Excellent written and verbal communication skills
  • Professional grammar and ability to read and write English
  • Excellent listening and comprehension skills with an attention for detail
  • Multi-tasking (typing while navigating different interfaces and talking)
  • Availability to work flexible shifts including holidays, weekends and evenings

Experience/Knowledge/Skills:

  • 1 year or more inbound call center experience
  • Prior medical or health insurance experience
  • Knowledge of medical terminology helpful
  • Former sales experience

Measures of Performance:

  • Agents are held to but not limited to metrics such as schedule adherence, average handle time, quality scores etc.
  • Personal Attributes
  • Good analytical and problem-solving skills
  • Ability to sit for long periods of time
  • Ability to work flexible shifts
  • Attention to detail

EQUIPMENT QUALIFICATIONS:

· Laptop/desktop (no older than 3 years), Intel i5 core processor or equivalent AMD Processor

· Webcam Required

· No Tablets or Chromebooks

· Computer Type: PC compatible (no MACs)

· Minimum OS Version: Windows 10 (with all recent updates)

· Minimum Processor Speed: 1GHZ (1000MHZ) or better on multi-core processors, 1.4 GHZ (1400MHZ) on single-core processors

· Minimum RAM: 4GB or greater

· Minimum Graphic Resolution: 1024×768

· Sound card with speakers or headset for training audio (During call processing a headset that is attached to your phone is required)

· Monitor Size: 17 inches or larger

· Internet Browser: Internet Explorer 11.0 or higher, Chrome (current version)

· Internet Connection: DSL, cable, or fiber optic hardwired (no dial-up, satellite, or 4G wireless connections)

· Internet Speed: High Speed internet access, 10MBPS upload/download minimum

· Anti-virus Software: Must have a current compatible version installed

· USB Headset: PC headset, preferably with noise cancelling microphone, no wireless headsets

Job Types: Full-time, Contract

Pay: $13.00 per hour

Benefits:

  • Dental insurance
  • Health insurance
  • Paid training
  • Vision insurance
  • Work from home

Schedule:

  • 8 hour shift
  • Evening shift
  • Every weekend
  • Holidays
  • Overtime
  • Weekend availability

Education:

  • High school or equivalent (Preferred)

Experience:

  • Call center: 1 year (Required)
  • Customer service: 1 year (Required)

Shift availability:

  • Night Shift (Required)

Work Location: Multiple Locations