Job ID: 1801744
Reference Code: MI-Customer-Service Representative
Job Summary
We are seeking a Customer Service Representative for a contract/temporary opportunity in Lakewood, NJ. This call center role is ideal for a customer-focused professional who enjoys helping individuals and families navigate important health care coverage questions through the Marketplace.
The Customer Service Representative will handle inbound and outbound contacts, provide accurate information, process applications and updates, and document inquiries in required systems. This position offers a structured, team-oriented call center environment with training, clear procedures, supportive leadership, and the opportunity to make a meaningful impact for callers seeking assistance with health care coverage.
Key Responsibilities
- Answer incoming calls from consumers, prospective enrollees, the general public, and authorized representatives while following established policies, procedures, and privacy standards.
- Provide accurate information and assistance related to Marketplace health care coverage, eligibility, enrollment, and available next steps.
- Process new applications by phone, including household information, income details, eligibility determinations, and health plan enrollment.
- Handle life event changes, demographic updates, disenrollment requests, and special enrollment period requests.
- Track, document, and update all inquiries and consumer interactions using applicable systems.
- Escalate complex calls or issues to designated staff and facilitate translation services or materials fulfillment as needed.
Compensation and Benefits
- Pay rate: $18.00 to $19.00 per hour.
- Job type: Contract/Temporary.
- Location: Lakewood, NJ.
Equal Opportunity Employer / Disabled / Protected Veterans
The Know Your Rights poster is available here:
https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12.pdf
The pay transparency policy is available here:
https://www.dol.gov/sites/dolgov/files/ofccp/pdf/pay-transp_%20English_formattedESQA508c.pdf
For temporary assignments lasting 13 weeks or longer, AppleOne is pleased to offer major medical, dental, vision, 401k and any statutory sick pay where required.
We are committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation for any part of the employment process, please contact your staffing representative who will reach out to our HR team.
AppleOne participates in the E-Verify program in certain locations as required by law. Learn more about the E-Verify program.
https://e-verify.uscis.gov/web/media/resourcesContents/E-Verify_Participation_Poster_ES.pdf
We also consider for employment qualified applicants regardless of criminal histories, consistent with legal requirements, including, if applicable, the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance. Pursuant to applicable state and municipal Fair Chance Laws and Ordinances, we will consider for employment-qualified applicants with arrest and conviction records, including, if applicable, the San Francisco Fair Chance Ordinance. For Los Angeles, CA applicants: Qualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.
Required Qualifications and Skills
- Answer inbound calls and respond effectively to consumer inquiries in a call center environment.
- Process Marketplace health care coverage applications, updates, eligibility information, and enrollment requests.
- Document all contacts accurately using required systems and follow confidentiality and privacy procedures.
- Support callers with requests for mailed, emailed, or downloadable materials and appropriate referrals.
- High School Diploma, GED, or equivalent required.
- Minimum of 6 months of relevant experience required.
- Strong data entry skills and professional telephone communication skills required.
- Ability to work comfortably in a fast-paced call center environment.
- Excellent organizational, interpersonal, written, and verbal communication skills.
- Ability to manage multiple complex tasks while maintaining accuracy and professionalism.
- Ability to work both independently and as part of a team.
- Previous experience using computers, phone systems, and headsets preferred.
Preferred Qualifications
- Associate degree or higher preferred.
- Previous customer service or call center experience preferred.
- Bilingual Spanish skills are a plus.