CCSB Call Center Representative I

About the Role

The CCSB Call Center Representative I will be at the forefront of providing exceptional customer service and technical support. This role is responsible to work with a diverse group of stakeholders, including Covered California Certified Insurance Agents and Certified Enrollment Counselors. The Call Center Representative I will play a crucial role in assisting clients over the phone and electronically, making a real difference in their experience with the Health Benefits Exchange (HBEX).

Key Responsibilities

• Customer Advocate

• 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.

• Continuously look 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.

• Demonstrate the ability to accept criticism and handle high-stress situations calmly and effectively.

• Call Center Support

• 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.

• 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.

• Other

• Utilize all capabilities to satisfy one mission — to enhance the competitiveness and profitability of our members.

• 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.

Qualifications

• Regularly required to communicate with others.
• Frequently required to move around the office.
• Often required to use tools, objects, and controls.

The noise level in the work environment is usually moderate.