OVERVIEW OF ATHENA:

ATHENA Consulting is an award-winning staffing firm serving state and local governments. Our mission is to make lives better! We make our Clients’ Lives Easier by engaging and supporting our clients and partnering with them to be the most knowledgeable staffing partner. We make our Employees’ Lives Better by identifying and cultivating their talents and matching these talents with our customers’ needs. ATHENA places a high value on customer service, accountability and getting the job done.

POSITION SUMMARY:

We are currently recruiting for a Call Center Representative (Eligibility Case Worker) position. This full- time position pays $19 an hour and is a remote position.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Answer inbound telephone calls, chats and emails in a courteous, timely, and professional manner following established guidelines and policies


• Perform research within other systems to resolve caller inquiries, such as identifying a person’s case status and any missing information associated with their case


• Make outbound calls as necessary based on business needs


• Document interactions using a provided Customer Relationship Management (CRM) system


• Maintain a high degree of quality with each customer interaction as measured by internal quality monitoring forms and customer satisfaction surveys.


• Follow-up established escalation process for customer inquiries requiring more investigation and/or a higher level of support


• Use frequently asked questions (FAQs) and help look up and provide information to inquiries


• Utilize departmental knowledge bases and training material to answer customer inquiries


• Maintain up-to-date knowledge of policies and procedures as applicable


• Adhere to published schedule according to attendance guidelines


• May be required to work some evenings, weekends, and holidays with advanced notice


• Perform other duties as assigned

Required Skills/Abilities:

• Must be able to read and speak English clearly, professionally, and fluently


• Excellent listening and human relations skills


• Intermediate to advanced computer skills


• Must have the ability to organize simultaneous tasks for individual assignments and understand the process or workflow of each inquiry resolution


• Strong typing and writing abilities


• Ability to respond appropriately to changing situations


• Proven ability to work as a team member


• Strong attention to detail required for this role

Education and Experience:

·       High School Diploma or equivalent, required.

·       One-year customer service or contact center experience required

·       Experience with State Health and Human Services program is preferred

·       Knowledge of or experience with accessing multiple database production systems simultaneously

Physical Requirements:

·       Prolonged periods of sitting at a desk and working on a computer.

·       Must be able to lift and move up to 25 pounds

·       There could be some travel involved, non- reimbursable

Successful ATHENA employees will display the following characteristics:

• You strive to be the best in your field currently and in the future.


• You like to make your employer look good.


• You find solutions, where others only see problems.


• You are proactive, you make and meet commitments, and you perform your duties exceedingly well.


• You are aware of the employer’s needs at all times and are well-versed in what you personally and ATHENA can offer them as a whole.


• You have the ability to work with diverse, integrated, deliverable-driven teams to accomplish the larger mission.

The benefits of working for ATHENA include:

· Support from a team of professionals committed to making your life better.

· Medical, dental and vision insurance.

· Health Savings Account

· Pet insurance.

· 401k with a generous employer match.

· ATHENA paid Life and Accidental Death & Dismemberment Insurance for employee.

· Additional Voluntary Life and Accidental Death & Dismemberment Insurance for employee, spouses, and children.

· Short and Long Term Disability.

· Employee Assistance Program (EAP).

· Easy to use employee self-serve HR portal.

· Paid time off varies by contract – be sure to inquire with your Recruiter.

· Holiday pay varies by contract – be sure to inquire with your Recruiter.

· Sick leave varies by state – be sure to inquire with your Recruiter.

The statements in this Job Posting are intended to describe the general nature and minimum level of work required.  The content should not be construed as a complete list of all duties, responsibilities, and skills required to meet the criteria for this position.  Upon request, reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Application for employment is not intended to and does not create a contract or offer of employment and if hired, employment with the company is on an at-will basis and could be terminated at the will of either party.

ATHENA Consulting LLC does not discriminate in hiring based on federally protected classifications to include but not limited to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status, marital status or other characteristics protected by law.  Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities.

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