Tad Pgs, Inc
Contact Center Representative
TAD PGS, INC. is currently seeking a Contact Center Representative for one of our clients in Des Moines, IA.
Pay Rate: $11.00
For 40 years, our client has partnered with state, federal and local governments to provide critical health and human service programs to a diverse array of communities. They leverage their extensive experience and strong commitment to ethics to provide high quality services and solutions. With a passion for public service, their staff of approximately 16,000 employees is dedicated to providing innovative programs that improve the quality of life around the globe.
Provides callers with an unbiased presentation of programs to assist customers with application and eligibility requirements and program questions.
Accesses, reads, interprets, and performs some updates to customer’s data elements.
Performs accurately all data entry functions to reflect customer activity/transactions.
Answers customer questions regarding available providers based on data in the Network Information System and proper usage of state approved scripts.
Assists customers in problem resolution, as needed.
Assists customers in the enrollment process, including open enrollment.
Responds to customer phone inquiries in a prompt, courteous, professional and concise manner.
Documents all customer encounters in clear and concise logs. - Meets all standards established for this position as outlined in the attached performance criteria.
Performs other duties as may be assigned by management.
Accesses, reads, and interprets data elements on all applications, and state systems to provide support, resolve inquires, and educate callers.
Escalate calls or issues to the appropriate designated staff for resolution as needed.
Enters appropriate data and information into the applicable systems to process applications and/or update caller information, confirm the accuracy of the customer information and uses every call as an opportunity to provide education and support.
Facilitates translation services for non-English speaking callers according to procedures.
Attends meetings and trainings as requested and maintains up-to-date knowledge of all programs and systems.
Performs other duties as assigned by management.
Basic Hiring Criteria:
High school diploma, GED, or equivalent certification
Two years of human services experience or experience dealing with the public.
Knowledge of the community to be served; excellent communication skills
Satisfactory writing skills
Ability to follow directions
Ability to interact courteously and effectively with a variety of people
Ability to handle pressure and perform multiple tasks.
Preferred qualifications include a college degree or equivalent experience
TAD PGS, INC. specializes in delivering secure, reliable and rapidly implemented workforce solutions to the U.S. Federal marketplace, including U.S. Government agencies and their prime contractors. With more than 50 years of experience, TAD PGS, INC. has earned a reputation for accountability, a value that government agencies and prime contractors both demand and deserve. TAD PGS, INC. sources professionals for the full spectrum of federal positions, from administrative to management, and those contracts requiring extremely niche-oriented technical skills and the highest levels of security clearance.
Location: Des Moines , IA
Minimum Experience (yrs): Not Specified
Required Education: H.S. diploma or equivalent
Our 50 years of experience working with government executive agencies is a testament to our ability to meet the complex security, compliance and technical needs of the industry. We understand and respond to the industry's changing and unique needs - from cyber security to sustainment and readiness to medical staffing - and have readied professionals to meet those needs and be a part of your team.