Job Details
The ideal candidate loves talking to people and proactively solving issues.
Responsibilities
- Communicate with customers via phone, email and chat
- Provide knowledgeable answers to questions about product, pricing and availability
- Work with internal departments to meet customer's needs
- Data entry in various platforms
- Answer calls from public, prospective enrollees, and their representatives.
- Document inquiries using applicable systems.
- Meet QA and performance metrics.
- Facilitate material requests via mail, email, or download.
- Transfer/refer to appropriate entities as needed.
- Escalate issues when necessary.
- Provide translation services for non-English speakers.
- Attend required meetings and trainings.
Qualifications
- At least 1 - 3 years' of relevant work experience
- Excellent phone etiquette and excellent verbal, written, and interpersonal skills
- Ability to multi-task, organize, and prioritize work
- Has 1-2 years of experience with Genesys Cloud contact center.
- Spanish Bilingual
Training Schedule/Duration: 8:00 AM - 5:00 PM MF / 15 days
Hours of Operation: 8:00 AM - 6:00 PM EST MF
Location: Remote / Work At Home, but must live in Virginia
Pay Rate - $17.46-bilingual (Eng/Span)
Technical and Workspace Requirements:
Internet Connectivity:
- Minimum internet speed: 25 Mbps (single user), 50 Mbps (shared), 5 Mbps upload (10 Mbps preferred).
- Ethernet connection required (Category 5 or 6).
- Proof of internet speed (e.g., Speedtest.net screenshot) required.
Dedicated Workspace:
- Quiet and Private Area: Your workspace should be a dedicated area in your home that is quiet and free from distractions. It should provide a similar environment to a traditional office setting.
- Secure and Confidential: The workspace must be secure to maintain confidentiality of any sensitive data or conversations. It should not be accessible to others during work hours.
- No External Noise: The workspace should be in a location where external noises (such as traffic, construction, or public disturbances) are minimal or nonexistent.
Equipment Will Be Provide
- Webcam required (must be on camera during training).
Assessment and Training:
- Candidates must pass the CSR assessment