Inbound Call Center Rep

Job Role: Inbound Call Center Rep


Location: Indianapolis, IN


Duration: 6+ Months

Work Time: This is a full-time 40-hour work week. 8:00-4:30 pm with 30-minute lunch

OVERVIEW:
• 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.
• 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

GOOD TO HAVE:
• 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

RESPONSIBILITIES:
• 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.