Customer Service Rep- REMOTE

Role: CSR 2 – Client Support
Role: CSR 2 – Client Support, Bilingual (English/Spanish)
Pay:
• $18.00/hour – Monolingual
• $19.00/hour – Bilingual (English/Spanish)
Assignment: Ongoing assignment
Location: Remote / Work From Home ( Must reside in New Jersey )
Schedule:
Training Schedule:
• Monday – Friday, 8:00 AM – 4:30 PM Eastern
• 3-week training period
• Candidates must remain on camera throughout training and nesting
Hours of Operation:
• Monday – Friday, 8:00 AM – 5:00 PM EST 
Equipment: Bring Your Own Device (BYOD) per specs in attached NJ SBE BYOD Technical Requirements document. In addition, a second monitor is required .

• Home Internet: No cellular based Internet Service Providers i.e. (T-Mobile, Verizon Mobile, etc.) Must be a traditional wired from the pole to home Internet Service Provider.
• Smartphone: Recommended memory that a Smartphone should have at minimum is 200 MB to download Microsoft Authenticator app. 

What you'll do:
• Answer inbound calls from Marketplace consumers, prospective enrollees, and authorized representatives.
• Provide general information regarding health insurance coverage through the Marketplace.
• Assist individuals and families with completing health insurance applications.
• Build and verify tax households, household income, and eligibility information.
• Explain Marketplace eligibility determinations and enrollment options.
• Enroll consumers into qualified health plans.
• Process demographic updates, life event changes, disenrollment requests, and special enrollment period requests.
• Respond to inbound and outbound customer contacts while adhering to company procedures and privacy requirements.
• Track and document all customer interactions using applicable systems.
• Fulfill requests for materials through mail, email, or electronic download.
• Coordinate translation services for non-English-speaking callers as needed.
• Escalate complex issues to the appropriate support teams for resolution.
• Attend required meetings, trainings, and ongoing educational sessions.
• Maintain current knowledge of Marketplace programs, policies, and systems.
• Perform additional duties as assigned by management.

Requirements:
• High School Diploma, GED, or equivalent required.
• Associate degree or higher preferred.
• Minimum of 6 months of customer service experience.
• Strong telephone and data entry skills.
• Excellent written and verbal communication skills.
• Strong organizational and interpersonal skills.
• Ability to work efficiently in a fast-paced environment.
• Ability to manage multiple complex tasks simultaneously.
• Ability to work independently and as part of a team.
• Experience using computers, phone systems, and headsets preferred.
• Previous customer service or call center experience preferred.
• Bilingual Spanish/English is a plus.
• Must be able to maintain full attendance during training and nesting periods.
• Must be comfortable being on camera throughout all training sessions.
• Must have a reliable home office setup that meets equipment requirements.  

Equal Opportunity Employer / Disabled / Protected Veterans

The Know Your Rights poster is available here:

The pay transparency policy is available here:

For temporary assignments lasting 13 weeks or longer, AppleOne is pleased to offer major medical, dental, vision, 401k and any statutory sick pay where required.

We are committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation for any part of the employment process, please contact your staffing representative who will reach out to our HR team.

AppleOne participates in the E-Verify program in certain locations as required by law. Learn more about the E-Verify program.

We also consider for employment qualified applicants regardless of criminal histories, consistent with legal requirements, including, if applicable, the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance. Pursuant to applicable state and municipal Fair Chance Laws and Ordinances, we will consider for employment-qualified applicants with arrest and conviction records, including, if applicable, the San Francisco Fair Chance Ordinance. For Los Angeles, CA applicants: Qualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.

Additional Skills

Answer inbound calls from Marketplace consumers, prospective enrollees, and authorized representatives. • Provide general information regarding health insurance coverage through the Marketplace. • Assist individuals and families with completing health insurance applications. • Build and verify tax households, household income, and eligibility information. • Explain Marketplace eligibility determinations and enrollment options. • Enroll consumers into qualified health plans. • Process demographic updates, life event changes, disenrollment requests, and special enrollment period requests.