Job Description

Job Title: Customer Service Representative – Start date 05/01/23

BONUS Opportunity – Contract to Hire

Position Location: 100% REMOTE but must be local to Pittsburgh or Camp Hill, PA

• Candidates MUST be open to work any shift between the hours of 8:00AM – 8:00PM after training

• Bilingual Spanish speaking candidates are welcome and encouraged to apply

• Must be open to working the 11:30AM - 8:00PM shift

CANDIDATES THAT MEET THIS CRITERIA FOR THE GLIDER ASSESSMENTS: AT LEAST AN OVERALL SCORING OF 85% AND TYPING SPEED OF 30+ WPM. ANY CANDIDATES WHO DO NOT MEET THIS CRITERIA WILL NOT BE CONSIDERED.

Glider link will be provided

• 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 pace 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.

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

• 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.

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

• Start date: 5/1/2023 (this is the only start date so all candidates must be available for this date and all background checks and drug screens must be completed prior to then to ensure they are able to start on time)

***Candidates who successfully complete the training program) will receive a bonus of $250. 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 of $500. 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.

Job Types: Full-time, Contract

Pay: $16.00 - $17.00 per hour

Benefits:

• Dental insurance
• Health insurance

Experience level:

• 2 years
• 3 years

Shift:

• Day shift
• Evening shift
• Morning shift

Weekly day range:

• Monday to Friday

Work setting:

• Remote

Ability to commute/relocate:

• Pittsburgh, PA: Reliably commute or planning to relocate before starting work (Required)

Application Question(s):

• Are you able to work 8:00am -8:00pm hours ,specifically 11am - 8 pm shift if necessary

Experience:

• Customer service: 3 years (Preferred)
• Data entry: 2 years (Preferred)

Work Location: One location

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