Customer Service Representative

Job Description

Job Description

Customer Service Representative

Location: Austin, TX

Duration: 11+ months with possible extension

Pay Rate: $20.00/hour on W2

Role Overview:
Based on business needs and/or performance issues, may change to a remote in the future.
Must be local to Austin . Must be available for any 8-hour shift from 7 am to 7 pm. We are unable to accommodate schedule change requests during the first 90 days. This role provides unbiased assistance to Medicaid Providers with questions regarding eligibility, medical claims status, and other program questions. Assists with problem resolution, as needed. Responds to phone inquiries in a prompt, courteous, and concise manner.
Documents all encounter in clear and concise online logs. Transfers callers to other Call Center units as needed. Meets individual performance standards.
Performs other duties as may be assigned by management. Attains and maintains strict, required attendance and performance metrics.

Key Responsibilities:
• Provide unbiased assistance to Medicaid providers and clients regarding eligibility, medical claims status, and other program-related questions.
• Respond promptly, courteously, and concisely to phone inquiries, ensuring a positive customer experience.
• Document all interactions in clear and concise online logs for accurate record-keeping.
• Transfer callers to appropriate Call Center units when necessary.
• Meet and exceed individual performance standards, including strict attendance and productivity metrics.
• Assist with problem resolution and escalate complex issues as needed.
• Perform additional duties as assigned by management.

Required Skills:
• Contact Center Expertise: A minimum of six months of recent, verifiable experience in a high-volume contact center/call center environment.

Preferred Skills:
• Proficiency in Microsoft Office tools (Word, Excel, Outlook).
• Strong multitasking abilities and organizational skills.