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Intelligent Citizen Services Contact Center Agent

The Intelligent Citizen Services Associate will leverage call center experience, customer service skills, problem solving and attention to detail to deliver a positive customer experience. The right candidate will enjoy building relationships with customers, adapt quickly to change, and demonstrate grit that will inspire others to strive for superior results.

Job Responsibilities:

Interact face to face live with walk in clients

Research and resolve member questions and issues using multiple online tools and systems

Track and monitor the status for open request using multiple online tools and systems

Document all work including completed tasks and notes in an online CRM tool

Review and analyze member paperwork, forms, and activity within multiple online tools and systems

Conduct outreach via phone and online to Health Connector members to gather additional information or provide issue resolution status

Collaborate with internal teams to research and resolve issues for Health Connector members

Collaborate with external third party teams to resolve issues for Health Connector members

Answer member questions as needed

Answer incoming phone calls, chats, and or emails

Role Requirements

Reliable internet access sufficient to handle calls received via the internet

Quiet and private remote work location for training

Location: This is not a virtual or remote role. The role is located in an office in Boston, Massachusetts or Worcester Massachusetts.

Hours & Shifts:

This project operates in 8 hour shifts 9:00 AM- 5:00 PM EST Monday - Friday

Training is 9:00 AM 5:30 PM EST for 3 weeks.

Basic Qualifications:

2 years of customer service experience

1 year of call center environment experience

Preferred Skills:

Former Transaction Processing Experience

Skills Needed :

Must be able to perform onsite operations as described in job description.

Proficiency with computers: Experience using the internet, email via Outlook, etc.

Data entry experience

Listening, verbal, and written communication experience

Microsoft Office (Excel, Word, Outlook, and Teams) experience

#LI-NA

Compensation at Accenture varies depending on a wide array of factors, which may include but are not limited to the specific office location, role, skill set, and level of experience. As required by local law, Accenture provides a reasonable range of compensation for roles that may be hired in California, Colorado, New York or Washington as set forth below.

We accept applications on an on-going basis and there is no fixed deadline to apply.

Information on benefits is here. (https://www.accenture.com/us-en/careers/local/flexcareers#block-section-total-rewards)

Role Location Hourly Salary Range

California $22.40 -$27.40

Colorado $22.40- $22.40

New York $21.30- $27.50

Washington $23.00- $23.00

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We have an unwavering commitment to diversity with the aim that every one of our people has a full sense of belonging within our organization. As a business imperative, every person at Accenture has the responsibility to create and sustain an inclusive environment.

Inclusion and diversity are fundamental to our culture and core values. Our rich diversity makes us more innovative and more creative, which helps us better serve our clients and our communities. Read more here (https://www.accenture.com/us-en/about/inclusion-diversity/us-workforce)

Equal Employment Opportunity Statement

Accenture is an Equal Opportunity Employer. We believe that no one should be discriminated against because of their differences, such as age, disability, ethnicity, gender, gender identity and expression, religion or sexual orientation.

All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.

Accenture is committed to providing veteran employment opportunities to our service men and women.

For details, view a copy of the Accenture Equal Employment Opportunity and Affirmative Action Policy Statement (https://www.accenture.com/content/dam/accenture/final/accenture-com/document/Annual-Policy-Statement-Regarding-EEO-2023-Applicant.pdf#zoom=50) .

Requesting An Accommodation

Accenture is committed to providing equal employment opportunities for persons with disabilities or religious observances, including reasonable accommodation when needed. If you are hired by Accenture and require accommodation to perform the essential functions of your role, you will be asked to participate in our reasonable accommodation process. Accommodations made to facilitate the recruiting process are not a guarantee of future or continued accommodations once hired.

If you would like to be considered for employment opportunities with Accenture and have accommodation needs for a disability or religious observance, please call us toll free at 1 (877) 889-9009, send us an email (https://www.accenture.com/us-en/about/contact-us) or speak with your recruiter.

Other Employment Statements

Applicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States.

Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration.

Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.

The Company will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. Additionally, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the Company's legal duty to furnish information.