Inbound Call Center Representative - Apollo Technology Solutions LLC

Job Title: Inbound Call Center Representative
Location: Indianapolis, IN
Duration: 12+ Months
Work Arrangement: Onsite
Note:

• This is an ONSITE position in a call center taking inbound calls.
• This is a full time 40 hour work week. 8:00-4:30 pm with 30 minute lunch.
• If candidate is accepted for position orientation will include a 5-day training on health insurance for people with Medicare which must be entirely completed.

Job Description:
Answer in-coming 800 helpline calls, transfer calls to volunteers when available, data entry of client contacts, and other clerical functions such as mailings and inventory.
DUTIES:

• Answer all 800 calls in a timely manner. Record on Client Contact forms.
• Forward 800 calls to available volunteer counselors or provide counseling assistance when volunteers are not available. Take calls from counselors regarding availability and/or supplies.
• Complete data entry each day including Client Contacts
• Do labels and mailing for information packets, assemble packets of information, and make copies of SHIP information as needed.
• Inform the Office Manager when supplies of materials are low
• Put away all deliveries in an orderly manner. Keep work area in order and recycle unwanted paper and boxes. Make sure work area is neat and orderly
• Take voice mail messages for all packet requests twice a day (morning and afternoon at minimum).
• Forward call back messages to Volunteer Supervisors at the end of the day.
• Put together new counselor training materials and other training materials requested by Trainers.
• Put together presentation materials and supplies as requested by Volunteer Supervisors, Counselors, or SHIP Local Sites.
• Other duties as assigned by Office Manager including, but not limited to, special mailings/emails, 800 message recordings, updating lists, etc.

DIFFICULTY OF WORK:

• Incumbent performs standardized tasks and must successfully complete trainings and effectively communicate on the telephone keeping consistent with agency policies and laws affecting the agency.

RESPONSIBILITY:

• Incumbent must provide accurate and correct information to callers and complete tasks in a timely manner.
• Incumbent is responsible for accuracy giving Medicare information over the telephone and maintaining accurate records, files, forms, reports and technical information.
• Errors in work or faulty judgment can undermine trust and the reputation of the program.

PERSONAL WORK RELATIONSHIPS:

• Personal work relationships are with immediate office staff, Office Supervisor, the public, department and agency representatives at local and state levels.
• Contacts are for the purpose of relaying and giving information and making referrals.

Required/Desired Skills:

• Good Communication Skills
• Knowledge of Data Entry
• High School Diploma or GED
• Additional education or experience preferred
• Call center experience
• Bilingual/Spanish Speaking preferred