Bilingual Customer Service Representative (Washington, DC Residents Only)

CRP, Incorporated (CRP), a professional services and management consulting firm, is seeking Washington, DC resident Customer Service Representatives (CSRs) to support a Healthcare Contact Center. CSRs will assist other DC residents with obtaining affordable healthcare coverage for themselves, their family and/or small business. Successful candidates must have the ability to work in a fast-paced, high-energy contact center environment. If you are energetic, smart, professional, eager to learn and able to multi-task, we want you on our team.

Duties and Responsibilities:

• Assist DC residents with obtaining affordable healthcare insurance coverage;
• Resolve issues and concerns related to applications and eligibility requirements;
• Consult with senior peers on more complex issues to resolve concerns; following the escalation procedures to ensure complex support issues are resolved;
• Handle large volumes of inbound/outbound calls professionally and in a timely manner;
• Carefully and efficiently follow all call center scripts and guidelines, processing information and responding to difficult questions or providing customers with detailed information;
• Navigate between multiple screens in order to provide accurate information to callers;
• Collect and analyze customer information and inquiries while, maintaining accurate call service logs;
• Consistently meet monthly performance goals by adhering to policies and guidelines; and
• Other duties as assigned.
• Qualifications and Skills – Key elements for the successful candidate.
• Must be a Washington, DC resident;
• Must have a minimum of six months relevant experience (i.e., healthcare, insurance, medical front office support);
• Ability to work through 4-weeks of training and 1-month nesting without interruption, absences, late arrivals or early departures;
• 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:

• Bilingual preferred;
• High School diploma or equivalent;
• Must have a minimum of six months relevant experience (i.e., healthcare, insurance, medical front office support);
• Proficiency in Microsoft Office (Word and Excel)
• Successful candidates must pass skills assessment with a score of 85% or better;
• Must pass background check;
• Able to effectively work in a remote (virtual) call center environment;
• 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 and Workspace Requirements:

• All hired CSRs will be responsible for providing their own personal computer or laptop for the 4-weeks of training. Equipment must be in good working condition with the latest software updates. Webcams required.
• Reliable Internet Service Provider (ISP). High speed internet access with a minimum of 20 Mbps (download speed) – 20 Mbps recommended for shared internet family connectivity. Wired connection / ethernet).

Physical Workspace

An area that is dedicated for work and not used for anything else (closed door environment), isolated from distractions and/or interruptions.

Physical Effort:

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

Salary: $18.25 per hour

Job Types: Full-time, Contract

Diversity and inclusion are elements of CRP’s corporate DNA!

Job Types: Full-time, Contract

Pay: From $18.25 per hour

Expected hours: No more than 40 per week

Benefits:

• On-the-job training
• Work from home

Experience level:

• 1 year

Shift:

• 8 hour shift

Weekly day range:

• Monday to Friday
• Weekends as needed

Work setting:

• Remote

Work Location: Remote