Contact Center Agent

THIS IS A TEMPORARY EMPLOYMENT OPPORTUNITY

Position Summary: Do you like making an impact on someone's life? If so, our Contact Center Agent position may be perfect for you, and we invite you to apply. As a Contact Center Agent, you will be responsible for handling inbound and outbound calls, providing exceptional customer service, and resolving customer inquiries efficiently. The ideal candidate should possess excellent communication skills, patience, and the ability to multitask in a fast-paced environment in our state-of-the-art contact center. If you enjoy helping others, you will find this role to be challenging and rewarding.
This position is remote using a Virtual Desktop Interface (VDI), requiring a quiet, secure, and confidential workplace.
Device Requirements: Applicants must have a personal computer (laptop or desktop) running Windows 10/11 or macOS, with at least 2 CPUs 1.6 GHz or faster, 8 GB RAM, and 25 GB free disk space. Devices must support Edge browser and multi-factor authentication.
Internet Requirements: A consistent internet speed of 100 Mbps download / 40 Mbps upload would provide the best end-user experience.
Additional Notes: Screen saver settings and multi-monitor configurations may affect VDI performance. Applicants should be comfortable adjusting device settings as needed, including disabling screen savers on the local computer.

Job Duties and Responsibilities include:

• Answer incoming calls promptly and professionally, actively listening and addressing customer inquiries and concerns. Make outbound calls to follow up on customer inquiries and issues, verify information, as necessary.
• Assisting callers with their Medicaid benefits, general inquiries and renewals.
• Identify customer needs, research issues, resolve complaints, and provide solutions.
• Follow communication scripts and provide product and service information to customers.
• Maintain up-to-date knowledge of program policies, procedures, and project updates by completing required training in a timely manner.
• Adhere to all call handling procedures, including protocols for verifying identity and protecting caller privacy and sensitive information.
• Research required information using available resources.
• Process orders, forms, and applications efficiently and accurately.
• Escalate complex issues to the appropriate department or leadership for resolution.
• Maintain customer records and update databases with relevant information. Document all call information according to standard operating procedures, and time frames.
• Recognize, document, and alert the management team of trends in customer calls.
• Maintain ownership of lifecycle of call, including follow up and escalation to supervisors where necessary.
• Meet daily qualitative and quantitative targets, and achieve all objectives for service, productivity, and quality.
• Adhere to contact center scheduling, ensure telephone coverage during contact center hours of operations.
• Perform clerical or administrative tasks.

• Perform other duties as assigned.
• Complete all required compliance training.

Skills and Competencies:

• Excellent communications skills both verbal and written.
• Experience using MS Office and Teams.
• 1-3 years of previous experience in a call center or customer support role.
• Knowledge of customer service practices and principles.
• Excellent data entry and typing skills.
• Superior listening, verbal, and written communication skills.
• Ability to handle stressful situations appropriately.
• Positive attitude, team player mentality, and willingness to learn and adapt.
• Strong attention to detail, time management, and decision-making skills.
• Must be comfortable with multi-tasking and working in a fast-paced, high-volume call center.
• Ability to demonstrate empathy and professionalism.
• Maintain a reliable internet connection on a designated computer in a quiet, secure, confidential workspace.
• Willingness to work flexible hours to support business needs and various time zones.
• Maintains regular, punctual attendance, and follows company timekeeping policy.
• Ability to partner with your leaders and meet performance standards based on feedback from your direct supervisor. (One on one coaching, on the spot coaching feedback, annual reviews, etc.)

Education and Experience:
Required:

• High school diploma or equivalent.
• Excellent communication skills, both verbal and written.
• Willingness to work flexible hours, including nights and weekends, as needed.

Preferred:

• Previous experience in a Medicaid or health insurance industry contact center.
• Higher education credits or degree.
• Case management experience.
• Contact center software familiarity.
• Bilingual - Tagalog, Ilocano, Japanese, Spanish, and Hawaiian

Work Environment: This project is in Hawaii . Work hours are 8AM to 5PM Hawaii Standard Time (HST)

Pay Rate: $18 - $21/hour

Job Description Disclaimer: This position description incorporates the core responsibilities of the job. It recognizes that other related duties not specifically mentioned might also be performed, and that not all responsibilities may be carried out depending on operational needs.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sexual orientation, national origin, disability, or status as a protected veteran. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of the position. Upon hire, secondary employment and other employment restrictions must be disclosed and approved.

Tidal Basin Holdco, LLC, and its subsidiaries and affiliated companies, which includes TB Technologies, LLC are an Equal Employment Opportunity Employer.