Arch Staffing and Consulting, LLC: Remote Call Center Representative

Job Description Job Description: Agents will be responsible for receiving inbound customer service calls with the goal of educating callers on what plan(s) best fit their insurance needs.

The goal is to utilize available tools to provide single call resolution and maintaining the utmost in customer satisfaction.

A combination of being a good listener, articulate, flexible, and possessing patience and empathy with a passion for helping others.

Essential Responsibilities and Deliverables: Thorough understanding of plans, their benefits and features.

Educating callers on what plan(s) best fit their insurance needs in a conversational manner utilizing probing questions.

Handle inbound calls in a courteous and efficient manner while utilizing listening and comprehension skills and proper grammar.

Provide optimal caller experience by effectively utilizing all resources to ensure single call resolution.

Maintain our high standard of professionalism and conduct.

Acquire caller and enrollment related information and input all information into multiple tools while multi-tasking with a 99% or greater accuracy rating.

Critical Working Relationships: Work closely with internal BCBS Massachusetts and external Consumer customers Accept feedback from Quality Analysts, supervisors, and other sources.

Qualifications, Knowledge, and Skills: Candidate must possess a high school diploma or equivalent Type 25 WPM without errors Basic computer skills Excellent written and verbal communication skills Professional grammar and ability to read and write English Excellent listening and comprehension skills with an attention for detail Multi-tasking (typing while navigating different interfaces and talking) Availability to work flexible shifts including holidays, weekends and evenings Experience/Knowledge/Skills: 1 year or more inbound call center experience Prior medical or health insurance experience Knowledge of medical terminology helpful Former sales experience Measures of Performance: Agents are held to but not limited to metrics such as schedule adherence, average handle time, quality scores etc.

Personal Attributes Good analytical and problem-solving skills Ability to sit for long periods of time Ability to work flexible shifts Attention to detail EQUIPMENT QUALIFICATIONS:
· Laptop/desktop (no older than 3 years), Intel i5 core processor or equivalent AMD Processor
· Webcam Required
· No Tablets or Chromebooks
· Computer Type: PC compatible (no MACs)
· Minimum OS Version: Windows 10 (with all recent updates)
· Minimum Processor Speed: 1GHZ (1000MHZ) or better on multi-core processors, 1.4 GHZ (1400MHZ) on single-core processors
· Minimum RAM: 4GB or greater
· Minimum Graphic Resolution: 1024×768
· Sound card with speakers or headset for training audio (During call processing a headset that is attached to your phone is required)
· Monitor Size: 17 inches or larger
· Internet Browser: Internet Explorer 11.0 or higher, Chrome (current version)
· Internet Connection: DSL, cable, or fiber optic hardwired (no dial-up, satellite, or 4G wireless connections)
· Internet Speed: High Speed internet access, 10MBPS upload/download minimum
· Anti-virus Software: Must have a current compatible version installed
· USB Headset: PC headset, preferably with noise cancelling microphone, no wireless headsets Company Description Bridging the gap between people an opportunities.