Customer Service Call Center Agent

VECRA, Inc. is a service-disabled veteran-owned consulting firm specializing in innovative solutions. They are seeking remote Call Center Agents to assist Maryland residents with healthcare benefits, handling inbound calls and providing necessary information.

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

Requirements:

• 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
• High School Diploma or GED required