Job Description

Customer Service Representative/ Call Center Representative CRP, Incorporated (CRP), a professional services and management-consulting firm, is seeking Customer Service Representatives to support their call center projects. If you have two or more years of call center and customer service experience, are energetic, intelligent, professional, eager to learn, and can multi-task, we want you on our team. Duties and Responsibilities:

• Communicate with consumers via computer telephony integrated systems, chat and email regarding the District of Columbia\xe2\x80\x99s unwinding of the continuous enrollment provision;
• Consistently work a full scheduled shift as required, arriving on time without exception, delay or absences;
• Carefully and efficiently follow all call center scripts, standard operating procedures and guidelines, to ensure consistency, accuracy, while meeting all quality assurance requirements;
• Respond to consumer inquiries by reviewing data files, documents and other previously logged materials;
• May be required to be on camera (webcam) via Zoom as needed and periodically to ensure project performance requirements are met;
• Handle large volumes of inbound/outbound calls professionally and in a timely manner;
• Navigate between multiple screens in order to provide accurate information to consumers;
• Collect and analyze customer information and inquiries while maintaining accurate customer service logs and data for each call;
• Manage multiple priorities and function as a team player at all times;
• Assist less experienced peers, as needed;
• Consult with senior peers on more complex issues to resolve concerns; following the escalation procedures to ensure complex support issues are resolved;
• Consistently meet monthly performance goals by adhering to all project policies and procedures;
• Maintain regular and predictable attendance, as required;
• Effectively and responsibly work in a remote (virtual) call center environment; and
• Other duties as assigned.

Qualifications and Skills \xe2\x80\x93 Key elements for the successful candidate.

• Ability to work through multiple days of training, and a 60-day probationary period with minimal interruptions and zero absences;
• Meticulous attention to details and active listening skills;
• Adapt quickly in a high-energy, fast-paced, ever-changing environment;
• Professional demeanor and excellent phone etiquette, providing exceptional customer service and support to consumers, colleagues and staff;
• Excellent written communication and organizational skills;
• Exceptional verbal communication and interpersonal skills;
• Ability to manage multiple priorities and function as a team player at all times;
• Able to take constructive criticisms and open to coaching and additional training as needed; and
• Professionally exercises discretion and independent judgment in day-to-day work.

Education and Experience Requirements:

• High School diploma or equivalent;
• Fluent in both English and Spanish languages (preferred);
• Two or more years call center and customer service experience;
• Must have a minimum of two years relevant experience in medical front office support, claims processing, Medicaid and/or healthcare;
• Credentialing experience a plus;
• Proficiency in Microsoft Office Suite (Word and Excel);
• Successful candidates must pass skills assessment with a score of 85% or better;
• Must pass security/background check;
• Demonstrates general knowledge, skills, and attributes required to achieve business results in a demanding work environment;
• Builds and maintains productive and rewarding business relationships with internal and external customers, clients and partners;
• Has substantial understanding of the job and ability to apply knowledge and skills to complete a wider range of tasks; and
• Works on assignments that are moderately difficult, requiring judgment in resolving issues or in making recommendations. Exhibits moderate call center knowledge.

Equipment Requirements:
All hired Customer Service Representatives (CSRs) will be responsible for providing their own personal computer or laptop. Equipment must be in good working condition with the latest software updates. Specifications: Reliable Internet Service Provider (ISP)

• High speed internet access with a minimum of 50 Mbps (download speed) \xe2\x80\x93 50 Mbps recommended for shared internet family connectivity. Wired connection / ethernet).
• Hotspots and unsecure internet service locations prohibited

Desktop or Laptop Computers with any of the following: Preferred Operating Systems (OS): Current release of Windows 10; Mac OS 10.14 or higher, or Ubuntu 18.04 Hardware Specifications:

• CPU: i3 Dual Core
• RAM: 8 GB
• HDD/SSD: 128 GB (20 GB free)
• Chromebooks, iPads and Tablets prohibited

Headset

• Wired stereo headphones with noise cancelling microphone, USB connected
• USB connected plug/play headset with supported by OS for bidirectional voice & video
• Not Supported: Bluetooth headsets or Headset connected with 2.5mm or 3.5 mm jack

Webcam

• Embedded in laptop or desktop computer
• Portable webcam with USB plug/play activation

Remote (Virtual) Workspace Requirements:
Below are the guidelines to set up a supportive and productive virtual workspace environment.

• Sturdy and comfortable desk and chair \xe2\x80\x93 Vital for hours of sitting, housing one or two computer monitors, a keyboard, notebooks/writing materials, accessories and personal items;
• Dedicated area \xe2\x80\x93 Identify a closed-door workspace, isolated from distractions and interruptions;
• Well-lit environment \xe2\x80\x93 To avoid eyestrain, use natural light or artificial lighting;
• Good ventilation and temperature control \xe2\x80\x93 ensures staff remain alert and focused; and
• Orderly and uncluttered workspace \xe2\x80\x93 Will provide a welcoming, calm and productive work area.

Physical Effort:

• Constant sitting with headset/telephone.
• Frequent usage of computer.
• Ability to lift 40lbs \xe2\x80\x93 50lbs of equipment and/or materials on a regular basis.

Benefits:

• PTO (vacation and sick leave)
• Paid Holiday
• Health & Wellness

Salary:
$16.50 per hour Diversity and inclusion are elements of CRP\xe2\x80\x99s corporate DNA! Job Type: Full-time Pay: From $16.50 per hour Schedule:

• 8 hour shift
• Monday to Friday

Experience:

• Call center: 2 years (Required)
• Customer service: 2 years (Required)
• front office medical: 1 year (Required)
• Medicaid insurance processing: 1 year (Required)

Work Location: Remote