Customer Service Call Center Agent

Job Description

Job Description

Job Title: Call Center Agent (Full-Time, Remote)
Location: Remote

Company Overview
VECRA, Inc. is a service-disabled veteran-owned, woman-owned, and minority business enterprise (SDVOSB, WOSB, MBE) consulting firm. We specialize in helping clients drive growth, transform businesses, and innovate through proven methodologies. VECRA's experience spans innovative software applications, reporting systems, program management, facilities, and supply chain management. Our services are always:

• Vigilant Efficient Collaborative Responsive Accurate (VECRA)

Job Description
VECRA is seeking remote Call Center Agents to provide support for the Maryland Health Benefits Exchange. Agents will assist Maryland residents with healthcare benefits, handling an average of 30-35 inbound calls per day (with higher call volume during open enrollment). This position requires 7 weeks of paid training. Agents must provide their own computer/laptop (Chromebooks and iPads are not permitted) and headset.

Key Responsibilities

• Answer inbound calls from consumers, prospective enrollees, and those acting on their behalf, providing information on policies, procedures, and privacy protocols.
• Track and document all inquiries using the designated systems.
• Complete tasks according to established guidelines and quality assurance metrics.
• Assist consumers with changes to their applications and reset passwords for self-service.
• Check application status and verify coverage effectiveness.
• Escalate calls or issues to appropriate staff when needed.
• Facilitate translation services for non-English speaking callers.
• Attend training and meetings to maintain up-to-date knowledge of all programs and systems.

Qualifications & Required Skills

• Must be a Maryland Resident.
• 3+ years of call center experience.
• Experience with high inbound call volumes and meeting/exceeding performance metrics.
• Fast learner with the ability to work independently.
• Strong multitasking and computer skills.
• Excellent listening skills with the ability to understand, not just respond.
• Punctual and self-reliant.

Education

• High School Diploma or GED required.

Other Details

• Work Hours: 8:00 AM - 6:00 PM (Assigned 8-hour shift within this timeframe)
• Salary: $18.50/hour
• Location: Remote
• Travel: No

Benefits
VECRA offers a competitive benefits package for full-time employees, including:

• Paid holidays
• Paid time off
• Medical and dental coverage

Equal Opportunity Employer
VECRA, Inc. is an Equal Opportunity and Affirmative Action employer. We are committed to administering all employment actions based on merit and free from discrimination based on race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability. VECRA maintains a drug-free workplace and conducts pre-employment substance abuse testing and background checks, where permitted by law.

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