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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