Job Summary/ Essential Job Functions:

Reporting to the HCV Application Hotline Supervisor, the Information Clerks’ responsibilities will include, but are not limited to, the following:

• Take hotline phone calls and provide accurate answers to queries and concerns.
• Guide callers through completing, troubleshooting, and navigating the application and client's website.
• Engage in active listening with callers, confirming or clarifying information and de-escalate situations involving dissatisfied customers by offering patient assistance and support.
• Follow communication scripts when handling different topics.
• Manage large amounts of inbound calls promptly.
• Perform data entry to maintain records/requests.
• Manage voicemail mailbox.
• Respond to voicemail messages.
• Utilize software, databases, and tools appropriately.
• Meet call center metrics and targets while providing excellent consistent customer service.
• Report system issues to IT.
• Perform other related tasks as assigned.

Duties:

• Respond to inquiries about the HCV program/app
• Perform data entry to maintain records/requests
• Perform other duties assigned by management

Skill set:

• Strong phone and verbal communication skills along with active listening
• Previous experience in a customer support role
• Familiarity with utilizing call center systems
• Ability to manage time effectively and adhere to specified handle time.

Job Types: Full-time, Contract

Pay: $19.00 per hour

Expected hours: 8 per week

Benefits:

• 401(k)
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Shift:

• Morning shift

Weekly day range:

• Monday to Friday

Work setting:

• In-person

Ability to Relocate:

• Brooklyn, NY 11238: Relocate before starting work (Required)

Work Location: In person