Contact Center Agent

🔥 0 minutes ago

🌺 Hawaii – Remote

🌺 Hawaii – Remote

💵 $18 - $21 / hour

⏳ Contract/Temporary

🟢 Junior

📞 Call Center Representative

🚫👨‍🎓 No degree required

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Tidal Basin Group

WebsiteLinkedInAll Job Openings

201 - 500 employees

🏥 Healthcare

📦 Logistics

💼 Consulting

Healthcare • Logistics • Consulting

Tidal Basin Group is a comprehensive emergency and disaster management company that focuses on empowering communities with innovative solutions to enhance global resilience. They provide a wide range of services, including emergency management, disaster recovery, public program management, and cutting-edge technology solutions tailored for federal, state, local, territorial, and tribal governments, as well as transportation, healthcare, and educational sectors. Their expertise extends to handling disaster-related housing programs, regulatory compliance, and providing training and preparedness exercises for diverse organizations. With a presence in the Caribbean, Tidal Basin is also committed to aiding regions like Puerto Rico and the U. S. Virgin Islands in their disaster readiness and recovery efforts. Through their operations, they strive to ensure that the communities they serve are not only prepared for potential catastrophes but also resilient and capable of building back better in the aftermath.

📋 Description

• 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 and verify information • Assist callers with 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 • Maintain current knowledge of program policies, procedures, and project updates through required training • Follow call-handling procedures for identity verification and protection of privacy and sensitive information • Research required information using available resources • Process orders, forms, and applications accurately and efficiently • Escalate complex issues to the appropriate department or leadership • Maintain customer records and update databases • Document call information according to standard operating procedures and time frames • Identify and report customer-call trends to management • Own the full call lifecycle, including follow-up and escalation • Meet daily qualitative and quantitative targets for service, productivity, and quality • Follow contact-center scheduling requirements and ensure telephone coverage • Perform clerical or administrative tasks and other assigned duties • Complete required compliance training

🎯 Requirements

• High school diploma or equivalent • 1–3 years of previous experience in a call center or customer support role • Excellent verbal and written communication skills • Experience using MS Office and Teams • Knowledge of customer service practices and principles • Excellent data entry and typing skills • Ability to handle stressful situations appropriately • Positive attitude, team-player mentality, and willingness to learn and adapt • Strong attention to detail, time management, and decision-making skills • Ability to multitask in a fast-paced, high-volume contact center • Ability to demonstrate empathy and professionalism • Reliable internet connection on a designated computer in a quiet, secure, confidential workspace • Willingness to work flexible hours, including nights and weekends as needed, and support various time zones • Regular, punctual attendance and compliance with company timekeeping policy • Ability to meet performance standards based on supervisor feedback • Preferred: Medicaid or health-insurance contact-center experience • Preferred: Higher education credits or degree • Preferred: Case management experience • Preferred: Contact-center software familiarity • Preferred bilingual ability in Tagalog, Ilocano, Japanese, Spanish, and Hawaiian • Personal computer running Windows 10/11 or macOS • Computer with at least 2 CPUs at 1.6 GHz or faster, 8 GB RAM, and 25 GB free disk space • Device must support Edge browser and multi-factor authentication • Internet speed of 100 Mbps download / 40 Mbps upload recommended for the best experience

🏖️ Benefits

• Remote work using a Virtual Desktop Interface (VDI) • Flexible hours to support business needs and various time zones • Required compliance training • Reasonable accommodation may be made for individuals with disabilities • Equal employment opportunity