Customer Service Representative

Title: Customer Service Representative (REMOTE)

Duration: 6 Months (Possible CTH)

Locations:- (Hybrid) Pittsburgh, PA; Wilmington, DE; Camp Hill, PA; or Parkersburg, WV.

Job Description:-

• Must be local to one of the following offices: Pittsburgh, PA; Wilmington, DE; Camp Hill, PA; or Parkersburg, WV. Must reside within a 45-minute commute from the office.

• Will work remote but may be required to work on site. Will be required to be onsite 1-2 times per quarter (subject to change per business needs).

• Will be required to go onsite if facing system or equipment issues.

• Candidates must have a form of transportation to get to the office.

• Contract to hire.

• High speed home internet is a requirement.

• Upon equipment failure, you would be required to go into the office that day to exchange any non-working equipment

• Candidates must be available to work ANY shift between 8:00am to 8:00pm.

• Work from home is not a substitute for child-care or elder care. You must be on camera and an active participant in the class.

Responsibilities and Qualifications:

• Receive inbound calls; calls may involve claims status, eligibility and benefit information; proficient computer skills required. Will take both Member and Provider calls. Will be trained on the Avaya system.

• Bilingual Spanish speaking candidates are welcome and encouraged to apply

• This is high energy role and requires individuals who can adapt to changes quickly

• Will work in a fast-paced environment

• Must have empathy and the ability to control conversation/call

• High school/GED required

• Must have customer service experience

• Call center experience preferred (this is a high call volume position) (Preferred - Health Insurance Call Center Experience)

• Soft skills are very important to this role and require a level of professionalism and caring.

• Attendance is critical. You should plan to not miss any time during the first three months of the assignment due to the pace of the training class. Missing three days of training could result in immediate termination.

• Must be able to work any shift between 8:00AM - 8:00PM

• Must be open to working the 11:30AM - 8:00PM shift, which is a daily shift

• Professional behavior, on camera training and adherence to the current Work from Home policy is required.

• Smoking of any type (including e-cigarettes, vape, etc.) is not permitted during the class or on the phones.

***Candidates who successfully complete the training program) will receive a bonus. In order to be eligible, candidates must maintain acceptable attendance and no more than three absences or occurrences including late or early departures. They must be performing overall and meeting all job description criteria.

***Candidates who successfully complete the first 6 months on assignment will receive a retention bonus. In order to be eligible, candidates need to be performing overall and maintain acceptable attendance standards. They may not be on any type of documented coaching.

***Candidates who successfully complete the first 6 months on assignment will be eligible to convert to full-time Gateway employees. This will be dependent upon factors such as business needs and performance.

***Candidates who have had 3 or more absences including call-offs, late arrivals or early departures during the 6-week training period, will be subject to having their contracts ended.