ITM Marketing is currently hiring remote Customer Service Representatives to join our team!
This position is responsible for delivering general OPM healthcare enrollment information to callers. The Customer Service Representatives use basic office equipment and technology such as soft telephones, email, chat, and web browsers to perform their duties. The processes that the Customer Service Representatives must follow are well defined and documented in training and work instructions. To prepare for this role, ITM Marketing provides paid, comprehensive training that equips our CSRs with the highest levels of knowledge and professionalism.
Please note: these are Limited Service, Full-time Remote roles with a possibility of a more permanent position at the completion of the job. You will pick up equipment from the site of our partner company in Pharr, Texas or Lawrence, Kansas. All training will be done remotely.
What We Can Offer You:
- An awesome work schedule: Our call center is open from 7:50AM - 8:00PM EST, Monday - Friday; 8-hour shifts are scheduled within the hours of operation
- Weekly Pay
- Benefits after 90 days of being hired into a permanent full time position: PTO (Paid Time Off), Holiday Pay, Health (Medical, Dental, Vision) Insurances, premium paid Life Insurance
- 401k eligible after 6 months of being hired into a permanent full time position
OPM Customer Service Representative I (CSR)
- Reports directly to the Customer Service Supervisor.
- This is an entry level position responsible for disseminating general Office of Personnel Management (OPM) Healthcare enrollment information.
- The focus with callers will be enrollment into their healthcare plan of their choice, providing the location of healthcare plan information, referral to other agencies, enrollment guidelines and a general OPM health care background.
- When unsure how to respond, the CSR I will consult a Customer Service Representative III.
JOB RESPONSIBILITIES
- Provide knowledgeable responses to telephone, email, and chat inquiries in a courteous and professional manner
- Follow established and documented policies and standard operating procedures such as filling out time sheets, adhering to privacy rules and responding to numerous telephone, email and chat inquiries
- Utilize standard technology such as telephone, e-mail and web browser to perform job duties
- Assist caller with locating information needed to make their healthcare plan decision
- Refer calls to other agencies as specified in the training and work instruction documents
- Maintain up-to-date knowledge of OPM regulations and policies as they apply
- Report problems that occur via the online system so they can be addressed by the appropriate parties
- Respond to telephone, email and chat inquires within the set of departmental staffing and time parameters
- Light data entry and clerical duties as defined in the training and work instruction documents
- May be required to work scheduled holidays. Overtime may be required
- Perform other related duties as assigned
- Regular and predictable attendance is required
EXPERIENCE
- High School Diploma or GED required
- Minimum six (6) months customer service experience required
- Must be able to speak and read English clearly, professionally and fluently
- Must be able to type a minimum of 20 WPM - typing test WILL be administered before letter of offer for the position is sent
- Ability to effectively work within established contractual turnaround times required
- Must have demonstrated excellent interpersonal and the ability to organize simultaneous tasks
- Proven ability to work as a member of a team
- Experience working with a PC and a Windows environment is required
- Must pass a Federal Public Trust Background Investigation
HOME OFFICE REQUIREMENTS
- Reliable, high-speed internet service
- Services that connect via a cellular network (mobile hotspot, fixed wireless, etc.) or satellite are incompatible
- Minimum 25 MBPS download speeds
- Must be a traditional, wired high-speed connection, such as cable or fiber
- Must be able to connect your computer directly to your modem or router via ethernet cable, Wi-Fi connections are not allowed
- Quiet and distraction-free workspace
- Our partner company will supply your computer equipment - must be picked up at our partner company's location
- Must be located within 50 miles of Pharr, TX or Lawrence, KS
***Must be at least 18 years of age and must be authorized to work in the United States***
***We participate in E-Verify***
