HBEX Call Center Associate - Customer Support

Western Growers; Irvine (CA); Remote; USD 28,000 - 33,000; Full time

Job summary

Western Growers is seeking a Call Center Representative I to deliver exceptional customer service and technical support for HBEX. You will handle inbound calls, assist agents and counselors, and document interactions in our system with HIPAA-compliant practices.

The ideal candidate communicates clearly, resolves issues promptly, and adapts to a fast-changing environment while maintaining professionalism and accuracy in every customer interaction.

Qualifications

• High School diploma or GED with 1-3 years in customer service, preferably in a technical support role within a call center.
• Excellent communication, time management, and team-building skills.
• Proficiency with Microsoft Word, Teams, and Outlook.
• Ability to learn new software and navigate multiple systems.
• Knowledge of CRM software.
• Ability to adapt to a changing environment.
• Knowledge of government health programs preferred.
• Strong written and verbal communication and active listening.
• Bilingual in Spanish, Chinese, Korean, or Vietnamese is a plus.
• Reliable home internet with 40 Mbps download and 10 Mbps upload; wired Ethernet router.

Responsibilities

• Manage inbound calls in a timely and professional manner. Address customer inquiries, provide accurate information, and resolve issues.
• Build and maintain relationships with Agents, Certified Enrollment Counselors, and federal and state agency contacts.
• Become a subject matter expert in HBEX, State Provided Programs, and HealthCare.Gov.
• Serve as a representative of the Agent by displaying professionalism, knowledge, and discretion in all interactions with other members of the Agent's community and their customers.
• Enhance the Customer Experience by continuously looking for ways to improve the overall customer experience.
• Maintain composure, manage emotions, and avoid aggressive behavior, even in difficult situations.
• Adhere to the call center Quality Guidelines to ensure the best phone support for our callers.
• Stay adaptable in a constantly changing environment.
• Accepting criticism and handling high-stress situations calmly and effectively.
• Provide telephonic and web-based outreach to assist with all aspects of the application process within the Covered California systems from sign-up to termination.
• Meet and maintain all department service metrics and performance objectives.
• Contribute to meeting contractual obligations with Covered California.
• Be open to change and embracing a variety of tasks.
• Contribute to meeting contractual obligations with Covered California.
• Demonstrate skills in time management and team building.
• Thoroughly document information, activities, and changes in the database and inquiry outcomes for accurate tracking and analysis. Be pleasant with colleagues and display a cooperative, good-natured attitude.
• Be reliable, responsible, and dependable.
• Utilize all capabilities to satisfy one mission — to enhance the competitiveness and profitability of our members. Do everything possible to help members succeed by being curious and striving to understand what others are trying to achieve, planning, and executing work helpfully and collaboratively. Be willing to adjust efforts to ensure that work and attitude are helpful to others, be self-accountable, create a positive impact, and be diligent in delivering results.
• Maintain internet speed of 40 MB download and 10 MB upload and router with wired Ethernet.
• Maintain a HIPAA-compliant workstation and utilize appropriate security techniques to ensure HIPAA-required protection of all confidential/protected client data.
• Maintain and service safety equipment (e.g., smoke detector, fire extinguisher, first aid kit).
• All other duties as assigned.

Skills

Communication

Time management

Team building

Education

High School diploma or GED

Tools

Microsoft Word

Teams

Outlook

CRM software

Job description

Western Growers is seeking a Call Center Representative I to deliver exceptional customer service and technical support for HBEX. You will handle inbound calls, assist agents and counselors, and document interactions in our system with HIPAA-compliant practices.

The ideal candidate communicates clearly, resolves issues promptly, and adapts to a fast-changing environment while maintaining professionalism and accuracy in every customer interaction.