Description: Project Overview: Supporting Maine State-based Marketplace, Consumer Assistance Center. Provide customer service assistance for the State-run health insurance marketplace that the citizens of Maine can access to shop for health care coverage and enroll in a plan. Position Title: CSR2-CallCenter Pay Rate - $15.00 (project uses a translation line and does not have bilingual positions). The client is still in discussion; this pay rate may be updated. Training and Residency: 100% attendance is expected, and agents will be expected to be on camera for the entire duration of training. Training - 8:00 AM - 4:30 PM M-F | 3 Weeks Residency - 8:00 AM - 4:30 PM M-F | 2 Weeks Please note that the residency schedule may be adjusted to 8:30am -5:00pm. Hours of Operation: Friday 8:00 AM- 5:00 PM ET through October 31st, 2024. Hours of Operation During Open Enrollment: November 1st through Jan 15th. 8AM-8PM Monday-Friday 9AM-1PM Saturdays, closed Sundays with the following exceptions: - Saturday 11/1 – 8AM-8PM - Saturday 12/13 – 8AM-10PM - Sunday 12/14 – 8AM-10PM - Sunday 1/11 – 9AM-1PM Please be very clear in communicating to agents this year that the following dates require the agents be available to work. Saturday December 13th-Monday December 15th Monday January 12th-Thursday January 15th. Attendance: Reinforce the importance of attendance during training and residency. The expectation is that a supplier will not present a candidate with a prescheduled appointment during the training period. Missed time during the training period may result in termination. Location: Remote / Work from home Contiguous United States (ME Residents preferred but not mandatory). Equipment: Bring Your Own Device (BYOD) per provided specs plus camera Recruiting: The Agencies supporting the project are expected to conduct a thorough screening and interview process with each candidate to include work at home and BYOD requirements are met. Candidates should be considered suitable based on their work history and supplier interview. Real Job Preview: To help improve the candidate experience and improve the success of meeting our client expectations both in quantity (recruiting numbers) and in quality of staff, Real Job Preview (RJP) will be conducted. We are using a multimedia presentation that will include an overview of job and performance expectations and a road map of their new hire journey, ending in a Q&A session. When candidates are considering whether to accept a new position, it’s important to understand the scope of their duties and responsibilities. The RJP (Real Job Preview) will help us give potential candidates a transparent summary of what a job requires. It will also allow HR and Ops to establish a connection with candidates at the very start of their employee experience. It’s also a self-evaluation tool for the candidates. It helps them reflect on the job expectations and determine if the position is right for them. We are using a multimedia presentation that will include an overview of the project, job and performance expectations, and a road map of their journey (training, residency, production). The session will end with Q&A. SOA HR/Ops will partner with the agencies on recruiting. The agency will make their selections (not making any offers) and then HR/Ops will conduct a real job preview for the candidates. The candidates will need to be on camera during the RJP sessions. We will provide feedback on making offers, not make an offer (why), and candidates may go back to their agency and say, this opportunity is not a good job fit for me. Check Requirement via Orange Tree: MedScan (OIG/GSA) must be clear to start. Social Security Trace National Records Search & National Sex Offender Registry Search County/Statewide Records Federal Records Search Office of Inspector General List of Excluded Individuals/Entities General Services Administration Excluded Parties List Employer Verification Education Verification International Checks must be preapproved. CSR 2 Job Description Essential Duties and Responsibilities: • Answer incoming calls from consumers including the general public, prospective enrollees and people assisting enrollees or acting on their behalf in accordance with all performance standards, policy and procedures, and protocols including but not limited to the confidentiality and privacy policies. • Respond effectively to all forms of inbound and outbound contacts. • Track and document all inquiries using the applicable systems. • Process new applications for health care coverage via the telephone including building tax household, household income, eligibility determinations, interpreting determinations made by the Marketplace, and enrollment into health plans. Transfer/refer consumers to appropriate entities according to the established guidelines. • Process life event changes, demographic updates, disenrollment requests, and special enrollment periods as requested. • Facilitate the fulfillment of caller requests for materials via mail, email, or download. • Facilitate translation services for non-English speaking callers according to procedures. • Escalate calls or issues to the appropriate designated staff for resolution as needed. • Attend meetings and trainings as requested and maintain up-to-date knowledge of all programs and systems. • Perform other duties as assigned by management. Minimum Requirements: High School diploma or equivalent • 6 months - 2 years of experience • Strong data entry and telephone skills Job Seeker Entry: Please ensure that the candidate’s legal name is entered and spelled accurately on the tracker and in Fieldglass (no maiden names, nick names, preferred names, etc.). Reminders When Recruiting Contact Center Operations Workers Internet connectivity: Remote workers supporting contact center operations must have access to the internet via their internet service provider by purchasing or maintain a service that provides a minimum internet speed download requirement of 25 Mbps for a single user, download of 50 Mbps for shared internet connectivity, and 5 Mbps upload speed required; 10 Mbps preferred. Note: there may be some projects that have different requirements based on project needs which are communicated at the time of hire. Mobile hotspots must not be the primary source for internet connection for remote workers. Connectivity from the PC to the Internet router via a Category 5 or 6 ethernet patch cable is required to ensure optimal call quality and customer experience. Proof of an internet speed test must be provided upon request. Note: Google Speedtest or Speedtest.net can be used to test your speed and take a screenshot of the results. Bring Your Own Device (BYOD): The client restricts smart phone and low performing computer platforms (such as chromebooks) from accessing Amazon WorkSpaces (AWS).requires Computer Operating System: Windows10 or MacOS Catalina (10.15), MacOS Big Sur (11), MacOS (up to 12.5) or newer. For HP Users, Maximus requires removal of SMode. Windows operating systems preferred. Home Environment: They requires a private, secluded space to focus on your work, with no noise or other distractions that may prevent from providing excellent customer service. Headsets: They requires a USB plug and play wired headset with a microphone and noise suppression. Bluetooth headsets are NOT allowed. Device TRUST They have an obligation to protect PHI and PII information that comes through Amazon Workspace (AWS). To strengthen this obligation a companion piece to AWS will be installed on all BYOD equipment, deviceTrust. DeviceTRUST is a companion piece to AWS used to connect with AWS accounts and is a security measure to ensure no unauthorized log ins from outside of the United States. Attendance: Reinforce the importance of attendance during training and residency. The expectation is that a supplier will not present a candidate with a prescheduled appointment during the training period. Missed time during the training period may result in termination. Skills Customer service, Customer service call center, Call center, Customer support Top Skills Details Customer service,Customer service call center,Call center,Customer support Experience Level Entry Level Pay and Benefits The pay range for this position is $15.00 - $15.00/hr. Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: • Medical, dental & vision • Critical Illness, Accident, and Hospital • 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available • Life Insurance (Voluntary Life & AD&D for the employee and dependents) • Short and long-term disability • Health Spending Account (HSA) • Transportation benefits • Employee Assistance Program • Time Off/Leave (PTO, Vacation or Sick Leave) Workplace Type This is a fully remote position. Application Deadline This position is anticipated to close on Aug 11, 2025. h4>About TEKsystems: We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company. The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law. About TEKsystems and TEKsystems Global Services We’re a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We’re a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We’re strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We’re building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com. The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.