Experienced Full Stack Customer Service Representative – Medicaid Enrollment and Benefits Assistance for Maryland Residents

About Athena Consulting

Athena Consulting is an award-winning staffing firm dedicated to making lives better for our clients and employees alike. Our mission is to be the most knowledgeable staffing partners, providing exceptional customer service and support to our clients while identifying and cultivating the talents of our employees to match their needs. We value customer service, accountability, and getting the job done, and we're committed to creating a positive impact in the lives of those we serve.

Job Summary

We're currently seeking a highly skilled and experienced Tier 1 Customer Service Representative to join our team in Maryland. As a full-time temporary position, this role offers a competitive salary of $16.63 per hour and the opportunity for long-term placement. Successful candidates will have the chance to work in a fast-paced, high-volume call center environment, assisting Medicaid recipients with enrolling in health insurance benefits and answering questions about their benefits. If you're organized, experienced, and reliable, with excellent communication and organizational skills, we want to hear from you!

What's in it for You?

• Retention Bonus Program: Earn a total potential of $600 after 180 days.
• Referral Bonus: Receive a total of $375 after 90 days.
• Regularly Scheduled Hours: Enjoy a stable and predictable work schedule.
• Internal Promotion Opportunities: Take advantage of career growth and advancement opportunities within our organization.
• Comprehensive Benefits Package: Enjoy medical, dental, and vision insurance, as well as a 401(k) plan with a generous employer match.
• Flexible Spending Account: Take advantage of a medical and dependent flexible spending account.
• Pet Insurance: Keep your furry friends covered with our pet insurance program.
• Easy-to-Use Employee Self-Serve HR Portal: Access your HR information and benefits with ease.

Key Responsibilities

As a Tier 1 Customer Service Representative, you will be responsible for:

• Providing assistance with general questions, status checks, password resets, and other shorter handle time inquiries.
• Assisting Medicaid recipients with enrolling in health insurance benefits and answering questions about their benefits.
• Working in a fast-paced, high-volume call center environment with a focus on excellent customer service.
• Meeting productivity and quality standards, including call handling times, first call resolution rates, and customer satisfaction scores.
• Participating in ongoing training and development programs to improve skills and knowledge.

Essential Qualifications

To be successful in this role, you will need:

• 1-3 years of relevant experience: In a customer service or call center environment, preferably with experience in Medicaid enrollment and benefits assistance.
• Proficient with Microsoft Office Suite or related software: Ability to navigate and utilize various software applications to perform job duties.
• Effective communication skills: Excellent verbal, written, and listening communication skills within the English language.
• Excellent organizational skills: Ability to prioritize tasks, manage multiple calls, and maintain accurate records.
• Proven customer service skills: Ability to provide high-quality customer service in a fast-paced environment.

Preferred Qualifications

We're looking for candidates with:

• High school diploma or GED: Associate degree or higher from an accredited college or university preferred.
• Call center experience: 1 year of experience in a call center environment, preferably with experience in Medicaid enrollment and benefits assistance.
• Customer service experience: 1 year of experience in a customer service role, preferably with experience in Medicaid enrollment and benefits assistance.
• Remote work experience: 1 year of experience working remotely, preferably with experience in a call center environment.

Technical Requirements

To perform this role, you will need:

• Bring Your Own Device (BYOD): A reliable computer and internet connection to perform job duties.
• Camera: A webcam to participate in virtual meetings and training sessions.
• Computer Operating System: Windows 10 or MacOS Catalina (10.15), MacOS Big Sur (11), MacOS (up to 12.5), or newer.
• RAM and Storage: 16 GB of available RAM and 256 GB of available Storage.
• Internet Requirements: A minimum internet speed download requirement of 25 Mbps for a single user, a download of 50 Mbps for shared internet connectivity, and 5 Mbps upload speed required; 10 Mbps preferred.

Work Environment and Culture

Athena Consulting is committed to creating a positive and inclusive work environment that values diversity, equity, and inclusion. We offer a range of benefits and perks to support our employees' physical and mental well-being, including medical, dental, and vision insurance, a 401(k) plan with a generous employer match, and a flexible spending account. We're proud to be an equal opportunity employer and welcome applications from diverse candidates.

How to Apply

If you're a motivated and experienced customer service professional looking for a new challenge, we want to hear from you! Please apply today and let's build the future together.