What are the responsibilities and job description for the Lead Service Center Representative position at Covered California?
Who Are We?
Join the Fresno Service Center as the next Lead Service Center Representative! As part of the Service Center Operations team, you will be an integral part of accomplishing Covered California’s mission and main goals. The team is responsible for assisting consumers via outbound and inbound calls, handling escalated issues and utilizing multiple systems such as CalHEERS, Salesforce, and other Customer Relationship Management (CRM) Systems.
Your Opportunity:
As the Lead Service Center Representative, you will be responsible for assisting and providing support for other Service Center Representatives in regard to answering consumer questions and lead queues and processing the Manual Work Streams (documents sent in by consumers for verification). You will also be taking escalated calls to find and recommend a solution, submitting service tickets, as well as preparing for, participating in, and sometimes leading team meetings on a weekly basis.
Call Center Pay Differential: If selected, incumbents will be compensated an additional $150 per month.
This position is headquartered in Fresno. Business travel may be required, and reimbursement considers an employee’s designated headquarters office subject to regulations and bargaining unit contract provisions. Travel expenses associated with commuting to the employee’s office headquarters location are not reimbursable, other than authorized transit subsidies.
NOTE: To be considered for this job opportunity, applicants must be reachable on an employment list, have transfer eligibility, or have reinstatement eligibility. If you are new to California State service and you do not have list eligibility, you must take the exam for this classification. To gain employment list eligibility, please click here to access the exam bulletin.
Possession of minimum qualifications will be verified prior to interview and/or appointment. If it is determined an applicant does not meet the minimum qualifications, the applicant's name may be removed from the eligibility list.
Covered California does not provide visa sponsorship and is not an E-Verify employer.
Effective July 1, 2025, in response to the budget deficit, the Department of Human Resources (CalHR) has implemented the Personal Leave Program 2025 (PLP 2025). PLP 2025 requires that each full-time employee working their assigned work schedule receive a 3 percent reduction in pay in exchange for 5 hours of PLP 2025 leave credits monthly through June 30, 2027.
You will find additional information about the job in the Duty Statement.
Desirable Qualifications
- Experience in and knowledge of public health and health care industry services, programs, and trends
- Moderate knowledge and use of Microsoft Office products (Outlook, Word, Excel)
- Experience, training, and/or knowledge of customer service de-escalation techniques
Minimum Requirements
You will find the Minimum Requirements in the Class Specification.- PROGRAM TECHNICIAN III
Working Conditions
This position may be eligible for telework. In accordance with Government Code section 14200, only employees who reside in California are eligible for telework. The amount of telework is at the discretion of the Department and based on Covered California’s current telework policy. While Covered California supports telework, in-person attendance may be required based on operational needs. Employees are expected to be able to report to their worksite with minimal notification if an urgent need arises, as determined by the Department.