IN-IDOI-Inbound Call Center Rep

Must complete a 5-day training on health insurance for people with Medicare. Answers 800 helpline calls and performs other general office duties such as data entry, mailings, and inventory.

OVERVIEW

Answer in-coming 800 helpline calls, transfer calls to volunteers when available, data entry of client contacts, and other clerical functions such as mailings and inventory.

DUTIES

• Answer all 800 calls in a timely manner. Record on Client Contact forms.
• Forward 800 calls to available volunteer counselors or provide counseling assistance when volunteers are not available. Take calls from counselors regarding availability and / or supplies.
• Complete data entry each day including Client Contacts
• Do labels and mailing for information packets, assemble packets of information, and make copies of SHIP information as needed.
• Inform the Office Manager when supplies of materials are low
• Put away all deliveries in an orderly manner. Keep work area in order and recycle unwanted paper and boxes. Make sure work area is neat and orderly
• Take voice mail messages for all packet requests twice a day (morning and afternoon at minimum).
• Forward call back messages to Volunteer Supervisors at the end of the day.
• Put together new counselor training materials and other training materials requested by Trainers.
• Put together presentation materials and supplies as requested by Volunteer Supervisors, Counselors, or SHIP Local Sites.
• Other duties as assigned by Office Manager including, but not limited to, special mailings / emails, 800 message recordings, updating lists, etc.

DIFFICULTY OF WORK

Incumbent performs standardized tasks and must successfully complete trainings and effectively communicate on the telephone keeping consistent with agency policies and laws affecting the agency.

RESPONSIBILITY

Incumbent must provide accurate and correct information to callers and complete tasks in a timely manner. Incumbent is responsible for accuracy giving Medicare information over the telephone and maintaining accurate records, files, forms, reports and technical information.

Errors in work or faulty judgment can undermine trust and the reputation of the program.

PERSONAL WORK RELATIONSHIPS

Personal work relationships are with immediate office staff, Office Supervisor, the public, department and agency representatives at local and state levels.

Contacts are for the purpose of relaying and giving information and making referrals.

Required / Desired Skills

Skill

Required / Desired

Amount

of Experience

Good Communication Skills

Required

Years

Knowledge of Data Entry

Required

Years

High School Diploma or GED

Required

Additional education or experience preferred

Nice to have

Call center experience

Nice to have

Billingual / Spanish Speaking preferred

Highly desired

Questions

Question

Question1

Absences greater than two weeks MUST be approved by CAI management in advance, and contact information must be provided to CAI so that the resource can be reached during his or her absence.

The Client has the right to dismiss the resource if he or she does not return to work by the agreed upon date. Do you accept this requirement?

Question2

Please list candidate's email address.

Question3

Please list the city and state where candidate currently resides.

Question4

Candidate must be paid $$$ if selected for engagement. The provider markup for this position is 21%. Do you accept this requirement?

Question5

this is a full time 40 hour work week. 8 : 00-4 : 30 pm with 30 minute lunch. Do you accept this requirement?

Question6

This is an ONSITE position in a call center taking inbound calls. Do you accept this requirement?

Question7

Your candidate must have a clear BMV check along with the background check to be eligible. Do you accept this requirement?

Question8

If candidate is accepted for position orientation will include a 5-day training on health insurance for people with Medicare which must be entirely completed.

Do you accept this requirement?