Call Center CSR (BYOD)

AppleOne Employment Services; Newark (NJ); Remote; USD 51,577,000 - 54,443,000; Full time

Benefits offered by this job

Major medical insurance

Dental insurance

Vision insurance

401k

Job summary

AppleOne Employment Services is hiring for a remote Customer Service Representative role based in New Jersey. You will handle calls, process health care coverage applications, and assist families with enrollment over the phone.

The position requires a private home workspace, strong data entry, and excellent communication skills. Training runs 3 weeks, with schedule flexibility to cover peak hours; bilingual candidates are preferred.

Qualifications

• High School Diploma or equivalent required.
• Minimum 6 months of relevant experience.
• Spanish/English bilingual skills are a plus.
• Strong data entry and telephone communication skills.
• Must maintain excellent attendance during training.

Responsibilities

• Answer incoming calls from consumers and enrollment sources.

Skills

Data entry

Telephone communication

Organization

Team player

Bilingual English/Spanish

Education

High School Diploma/GED

AA or higher preferred

Tools

Computers

Phone systems

Headsets

Job description

Equipment Requirements (BYOD)

• Must provide a personal computer that meets Client technical requirements.
• Second monitor required.
• Traditional wired home internet service required.
• Cellular-based internet providers (such as T-Mobile Home Internet, Verizon Mobile Internet, etc.) are not permitted.
• Smartphone capable of supporting Microsoft Authenticator, with at least 200 MB of available memory recommended.

Candidates will participate in a 30-minute Real Job Preview (RJP), including a project overview, job expectations, onboarding journey, and Q&A session.

Role

Customer Service Representatives

Pay

• $18.00/hour (Monolingual)
• $19.00/hour (Bilingual English/Spanish)

Location

Remote / Work from Home within the State of New Jersey (New Jersey residents only)

Training (3 Weeks)

• Monday to Friday, 8:00 AM to 4:30 PM Eastern
• Candidates must remain on camera throughout training and nesting
• Must be available to work between the hours of 8AM - 8PM EST and Weekends depending on business needs

What You'll Do

• Answer incoming calls from consumers, prospective enrollees, and authorized representatives while following all policies, procedures, and confidentiality requirements.
• Respond professionally to inbound and outbound customer contacts.
• Track and document customer inquiries using applicable systems.
• Assist individuals and families with health care coverage applications over the phone.
• Build tax households, verify household income, determine eligibility, interpret Marketplace determinations, and enroll consumers into health plans.
• Process life event changes, demographic updates, disenrollment requests, and special enrollment period requests.
• Transfer or refer consumers to appropriate entities based on established guidelines.
• Fulfill requests for materials through mail, email, or download.
• Facilitate translation services for non-English-speaking callers.
• Escalate unresolved issues to designated staff when necessary.
• Attend meetings and training sessions and maintain current knowledge of programs and systems.
• Perform additional duties as assigned by management.

Requirements

• Must be a New Jersey resident.
• High School Diploma, GED, or equivalent required.
• Associate degree (AA) or higher preferred.
• Minimum of 6 months of relevant experience required.
• Strong data entry and telephone communication skills.
• Excellent organizational, interpersonal, verbal, and written communication skills.
• Ability to work effectively in a fast-paced environment.
• Ability to manage multiple complex tasks simultaneously.
• Ability to work independently and as part of a team.
• Previous experience with computers, phone systems, and headsets preferred.
• Previous customer service and call center experience preferred.
• Spanish/English bilingual skills are a plus.
• Bilingual candidates must complete a Spanish/English assessment and achieve a minimum score of 87%.
• Must maintain excellent attendance during training and nesting periods. Missed training time may result in termination.
• Must have a private and distraction-free home workspace with minimal background noise.

Equal Opportunity Employer / Disabled / Protected Veterans

The Know Your Rights poster is available here: https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12.pdf

The pay transparency policy is available here: https://www.dol.gov/sites/dolgov/files/ofccp/pdf/pay-transp_%20English_formattedESQA508c.pdf

Benefits

• For temporary assignments lasting 13 weeks or longer, AppleOne is pleased to offer major medical, dental, vision, 401k and any statutory sick pay where required.
• We are committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation for any part of the employment process, please contact your staffing representative who will reach out to our HR team.

AppleOne participates in the E-Verify program in certain locations as required by law. Learn more about the E-Verify program. https://e-verify.uscis.gov/web/media/resourcesContents/E-Verify_Participation_Poster_ES.pdf

We also consider for employment qualified applicants regardless of criminal histories, consistent with legal requirements, including, if applicable, the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance. Pursuant to applicable state and municipal Fair Chance Laws and Ordinances, we will consider for employment-qualified applicants with arrest and conviction records, including, if applicable, the San Francisco Fair Chance Ordinance. For Los Angeles, CA applicants: Qualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.