[Hiring] Federal Employee Insurance Customer Service Agent @Teleperformance

Role Description

Are you passionate about helping people and delivering exceptional customer service? Join our team as a Federal Employee Insurance Customer Service Agent and play an important role in supporting individuals as they navigate their insurance benefits and enrollment options.

• Handle inbound and outbound calls.
• Answer questions and resolve concerns using web-based systems.
• Provide a positive experience with every interaction.
• This position is for individuals who are bilingual in English/Spanish.

Qualifications

• High School Diploma or GED.
• Bilingual in English/Spanish with the ability to read, write, speak, and translate when needed.
• Prior call center or customer service experience highly desired.
• Effective verbal and written communication skills.
• Ability to multi-task.
• Exceptional computer and navigation skills including dual monitors, using multiple tabs, and locating information within databases.
• Ability to sit for extended periods of time.
• Use of webcam during training and production.
• Ability to successfully pass a background investigation and drug screen.
• Must successfully pass pre-employment criteria testing and internet speed test.

Requirements

• Enclosed and secure work area with zero distractions.
• Must have the ability to provide a non-cellular high-speed internet service such as Fiber, DSL, or cable modems for a home office.
• Must be able to meet the minimum internet speed requirements of the program.
• Hotspots, satellite, and wireless internet service is NOT allowed for this role.

Responsibilities

• Answer customer inquiries with professional courtesy, giving exceptional customer service to each customer, based on client-specific instruction.
• Document each customer's inquiry information into a database.
• Verify customers' information, making corrections and updates as needed.
• Actively listen to recognize opportunities to offer additional information to callers ensuring the caller and client has received the best customer service experience possible.
• Follow-up with callers as necessary.
• Use statistical contact center data to make improvements to performance.
• Outbound calling for surveying to obtain client-specific information.
• Shift and schedule adherence.

Benefits

• Pay: $15.25 per hour PLUS $4.93 health and welfare stipend ($20.18 per hour).
• Comprehensive, paid training expected to last approximately one week.
• Consistent attendance and punctuality are essential for successful completion of training.
• Schedules are provided weekly and may vary based on business needs.
• Minimum schedules may be as low as 24 hours per week.
• Additional hours may be available during periods of increased demand.
• Extended shifts may be offered during peak enrollment periods.
• This position is expected to continue through December.
• TP Gov Services offers a dedicated employee transfer program designed to help team members explore and transition into other opportunities within the company at the conclusion of their assignment, provided they remain in good standing and meet position qualifications.