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 tra