ROLE & RESPONSIBILITIES

• Provide courteous, timely, and accurate Tier 1 and preliminary Tier 2 support for a variety of inquiries related to program support received via phone and/or email.
• Demonstrate excellent verbal and written skills.
• Communicate with users clearly and precisely to ensure their understanding of the steps necessary to resolve the concern, issue, or problem.
• Support customer request channels, including telephone, email, voicemail, and mailed correspondence.
• Accurately record, process, and/or follow up on each customer incident using multiple software applications.
• Respond daily to written correspondence to provide an accurate and informative resolution.
• Follow documented workflows and escalation procedures to ensure service levels and compliance standards are met.
• Ensure the protection of sensitive information and uphold all HIPAA and federal security standards.
• Participate in regular training, quality assurance sessions, and process updates.
• Complete other duties as assigned by the Supervisor or Manager.

REQUIRED QUALIFICATIONS

• At least 2 years of call center experience/customer service experience.
• 2+ years of experience using computer-based CRM systems, including enterprise tools for ticket/case management and telephony operations.
• Ability to pass a federal background check and maintain the required Public Trust clearance.
• Must have lived in the United States for at least 3 of the past 5 years.
• Strong verbal and written communication skills, active listening skills, and a customer-first mindset.
• Must be available to work multiple shifts, not including weekends.
• Ability to work independently, manage time effectively, and meet performance metrics.
• Excellent PC keyboarding skills and the ability to listen and type simultaneously.
• Proficiency in Microsoft Windows applications, including MS Outlook and MS Word.

PREFERRED QUALIFICATIONS

• 1+ years of experience in the health industry/health insurance domain is preferred but not required.
• Experience serving HHS, HRSA, or a U.S. Federal Government Helpdesk/Service Desk.

HOME OFFICE REQUIREMENTS

• Maintain a designated, distraction-free home workspace to support professional call handling and confidentiality.
• Ensure high-speed internet connectivity, either via hardwired Ethernet or stable Wi-Fi, that meets minimum system requirements.
• Internet speed: 25/5 Mbps minimum; 50/10 Mbps recommended if shared.
• Not recommended: hotspots or satellite.
• Device setup: Ethernet connection preferred; Wi-Fi acceptable if stable.

EDUCATION & CERTIFICATIONS

• High school diploma or equivalent.