CALL CENTER SERVICES REPRESENTATIVE OPS

Call Center Services Representative Ops The primary function of this position is providing support services related to government assistance eligibility in a call center setting. The work performed includes processing a broad range of customer service activities and entering information into a computer-based eligibility system. This career consists primarily of phone interactions with customers. Incumbents in this position report to the office, this is not a telework position. The full-time work schedule is 40 hours per week, 8:00 am - 5:00 pm EST, Monday through Friday. Employees may be required to work after their schedule to complete phone calls in the queue. Qualifications: Two years of experience in customer service, interviewing, recruiting, investigating, accounting, processing insurance policies or determining eligibility. Must have the ability to attend an 8 - 12-week mandatory paid training course. Preference for bilingual in Spanish/English or Creole/English. The typical duties include: Answers general inquiry eligibility questions related to program requirements, application processing, case status, and benefit information. Processes a variety of eligibility related work activities within designated time frames Educates customers on the benefits and features of My ACCESS Account including account set-up and password resets. Resolves Electronic Benefit Transfer (EBT) ACCESS card issues. Conducts abbreviated interviews for the purpose of collecting and updating required information on applicants and recipients and their household members for all government assistance programs. Requests all additional information/verification required to establish or continue eligibility for government assistance programs. Ensures electronic case records are documented thoroughly and properly. Assists customers with referrals to other agencies and community resources.