VECRA, Inc. seeks remote Call Center Agents to support an inbound call center that provides support to the Maryland Health Benefits Exchange that assist Maryland consumers with assistance regarding their healthcare benefits. COMPANY DESCRIPTION VECRA, Inc. is a service-disabled veteran-owned small business (SDVOSB), woman-owned small business (WOSB), minority business enterprise (MBE)consulting firm implementing proven methodologies that help our clients drive growth, transform businesses, and innovate breakthrough ideas.VECRA’s extensive experience with innovative software applications, reporting systems, facilities and supply chain management, program managementandstaffingsupportservicesarealways: Vigilant* Efficient* Collaborative* Responsive* Accurate Job Description The remote Call Center Agents can expect to receive an average of 30-35 inbound calls daily (the call center volume will be higher during open enrollment) This positionrequiresseven weeksofpaidtraining.Equipment will NOT be provided; you must provide your own computer/laptop (Chromebooks and iPads are not allowed) and a headset.
ROLES and RESPONSIBILITIES ● Answer incomingcallsfrom consumers,prospectiveenrollees,andpeopleassistingenrolleesoracting ontheirbehalfpolicies,procedures,andprotocols, includingbutnot limitedtotheconfidentialityand privacypolicies ● Trackanddocumentall inquiriesusingtheapplicablesystems ● Completeassociatedtasksaccordingtotheestablishedguidelines 1 | Page ● MeetQualityAssurance(QA)andotherkeyperformance metrics ● Assistingconsumers withchangestotheirexistingapplication ● Resettingconsumer'spasswordssothat they mayself-service ● Checkingapplicationstatus – iscoverageeffective? ● Escalatecallsor issuestotheappropriatedesignatedstaff for resolutionasneeded ● Facilitatetranslationservicesfornon-Englishspeakingcallersaccordingtoprocedures ● Attend meetingsandtrainingasrequestedand maintainup-to-dateknowledgeofallprogramsand systems
QUALIFICATIONS and REQUIRED SKILLS: ● 3or moreyearsofcallcenterexperience ● Experience withhighinboundcallvolume ● Experience with meetingorexceedingestablished metrics ● Mustbeafast learner,punctual,andself-reliant ● Can multi-task ● Abilitytolistentounderstand, NOTlisteningtorespond ● Aboveaveragecomputerskills EDUCATION ● HighSchool DiplomaorGED OTHER ● Work Hours:8:00am to6:00pm (willbeassignedan8-hourshift withinthistimeframe) ● Req Type: MarylandResidentsOnly ● Salary: $16.13/hour ● Location: Remote, residingin Maryland ● Travel: No
BENEFITS 2 | Page We offer a competitive benefits package for full-time employees to include paid holidays, paid time off, medical and dental. VECRA, Inc. is an equal opportunity and affirmative action employer. VECRA is committed to administering all employment and personnel actions on the basis of merit and free of discriminationbasedonrace,color, religion, sex,sexualorientation,gender identity,nationalorigin,protectedveteranstatus,ordisability. VECRA maintains a drug-free workplace and performs pre-employment substance abuse testingandbackground checks, wherepermittedbylaw. Email resumesto HumanResources@vecrainc.comwith Subject Line:CallCenterAgents
