CSR1 CallCenter - VA EB Class

Location: Local Remote (must live within a 45-minute commute)

Type: Contract Position

Pay Rate: $16.32 mono-lingual/$17.32 bilingual (Spanish);

Resumes Needed: 01/27/25

Interview Conducted: 01/30/2025 - 01/31/2025

Equipment- Provided by Maximus.

Shipment Delivery Date: Week of 03/03/25

Training Schedule: Monday - Friday (3 weeks) - 9:00 am - 4:30 pm

Hours of Operation (After Training Class):

- 8:30 am - 5:00 pm (Monday - Friday)

- 9:30 am - 6:00 pm (Monday - Friday)

To be determined, for each candidate, prior to the end of the training class

Interview Process: Remote via Video Zoom (beginning to end)



Essential Duties and Responsibilities:

- Answer incoming calls from consumers including the general public, prospective enrollees and people assisting enrollees or acting on their behalf in accordance with all performance standards, policy and procedures, and protocols including but not limited to the confidentiality and privacy policies.

- Track and document all inquiries using the applicable systems.

- Complete associated tasks according to the established guidelines.

- Track and document all inquiries using the applicable systems.

- Meet Quality Assurance (QA) and other key performance metrics.

- Facilitate the fulfillment of caller requests for materials via mail, email, or download.

- Transfer/refer consumers to appropriate entities according to the established guidelines.

- Escalate calls or issues to the appropriate designated staff for resolution as needed.

- Facilitate translation services for non-English speaking callers according to procedures.

- Attend meetings and trainings as requested and maintain up-to-date knowledge of all programs and systems.



Minimum Requirements:

- High School diploma or equivalent with 1-2 years of experience.