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Contact Center Representative
Ref No.: 18-31127
Location: Des Moines, Iowa
Position Type:Right to Hire
Skill Type
Skill Type:Clerical
EDUCATION/EXPERIENCE: High school diploma, GED, or equivalent certification; knowledge of the community to be served; excellent communication skills; satisfactory writing skills; ability to follow directions; ability to interact courteously and effectively with a variety of people; ability to handle pressure and perform multiple tasks. Preferred qualifications include a college degree or equivalent experience; two years of human services experience or experience dealing with the public.

1. Provides callers with an unbiased presentation of programs to assist customers with application and eligibility requirements and program questions.
2. Accesses, reads, interpret, and perform some updates to customer's data elements.
3. Performs accurately all data entry functions to reflect customer activity/transactions.
4. Answers customer questions regarding available providers based on data in the Network Information System and proper usage of state approved scripts.
5. Assists customers in problem resolution, as needed.
6. Assists customers in the enrollment process, including open enrollment.
7. Responds to customer phone inquiries in a prompt, courteous, professional and concise manner.
8. Documents all customer encounters in clear and concise logs. - Meets all standards established for this position as outlined in the attached performance criteria.
9. Performs other duties as may be assigned by management.