Call Center Agent

Job Description

Job Description

VECRA is seeking Full-Time

Call Center Agents

VECRA, Inc. seeks remote Call Center Agents to support an inbound call center that

provides support to the Maryland Health Benefits Exchange that assist Maryland

consumers with assistance regarding their healthcare benefits.

COMPANY DESCRIPTION

VECRA, Inc. is a service-disabled veteran-owned small business (SDVOSB), woman-owned small business

WOSB), minority business enterprise (MBE) consulting firm implementing proven methodologies that help our

clients drive growth, transform businesses, and innovate breakthrough ideas. VECRA’s extensive experience with

innovative software applications, reporting systems, facilities and supply chain management, program

management and staffing support services are always :

Vigilant

• Efficient
• Collaborative
• Responsive
• Accurate

Job Description

The remote Call Center Agents can expect to receive an average of 30-35 inbound calls daily (the call center

volume will be higher during open enrollment) This position requires seven weeks of paid training. Equipment will

NOT be provided; you must provide your own computer / laptop (Chromebooks and iPads are not allowed) and a

headset.

ROLES and RESPONSIBILITIES

Answer incoming calls from consumers, prospective enrollees, and people assisting enrollees or acting

on their behalf policies, procedures, and protocols, including but not limited to the confidentiality and

privacy policies

Track and document all inquiries using the applicable systems

Complete associated tasks according to the established guidelines

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Meet Quality Assurance (QA) and other key performance metrics

Assisting consumers with changes to their existing application

Resetting consumer's passwords so that they may self-service

Checking application status is coverage effective?

Escalate calls or issues to the appropriate designated staff for resolution as needed

Facilitate translation services for non-English speaking callers according to procedures

Attend meetings and training as requested and maintain up-to-date knowledge of all programs and

systems

QUALIFICATIONS and REQUIRED SKILLS :

3 or more years of call center experience

Experience with high inbound call volume

Experience with meeting or exceeding established metrics

Must be a fast learner, punctual, and self-reliant

Can multi-task

Ability to listen to understand, NOT listening to respond

Above average computer skills

EDUCATION

High School Diploma or GED

OTHER

Work Hours : 8 : 00am to 6 : 00pm (will be assigned an 8-hour shift within this

timeframe)

Salary : $16.13 / hour

Location : Remote

Travel : No

BENEFITS

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We offer a competitive benefits package for full-time employees to include paid holidays, paid time off, medical

and dental.

VECRA, Inc. is an equal opportunity and affirmative action employer. VECRA is committed to administering all

employment and personnel actions on the basis of merit and free of discrimination based on race, color, religion,

sex, sexual orientation, gender identity, national origin, protected veteran status, or disability.

VECRA maintains a drug-free workplace and performs pre-employment substance abuse testing and background

checks, where permitted by law.

Email resumes to [email protected] with Subject Line : Call Center Agents

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