Job Description

Job Description

Job Description

Bilingual (Spanish) Customer Service Representatives for High Volume Call Center

Kenific Group Call Center Operations (KGCCO) is looking for seasonal Bilingual Customer Service Representatives (CSRs) to staff our high-volume call center in Tampa, FL. We understand our frontline CSRs are the lifeblood of our clients' success! Our CSRs assist thousands of Americans in maneuvering through complex Federal Marketplace healthcare plans, by getting them the information they need to make important decisions for themselves and their loved ones. Does this sound like a job for you? If so, we would like you to join our team!  

We are looking for motivated and enthusiastic CSRs to provide service excellence on a first call resolution basis. Our positive work environment and culture inspire and reward our team members. We have positions available for start dates from September through November, and we are hiring now! 

This KGCCO CSR opportunity is ideal for new college graduates, university students working full-time, career changers, military spouses and families, and recent retirees looking to supplement their income. The CSR skills you will acquire and practice at our Tampa call center will enhance your professional skills and resume. Also, given our "promote from within" culture, there are opportunities for internal advancement. In fact, most of our management team came to their positions through internal promotions! 

Our expedited hiring process shortens the time between interviews and offer letters. All newly hired candidates complete a comprehensive paid customer service training program that gets you on the production floor in just a few short weeks. If you show up on time and work your scheduled shifts, you may also be eligible for additional bonuses!  These bonuses include the $500 new hire bonus, which is paid after a CSR completes the entire training program and works 40 hours on the production floor. Does this sound good to you? Join us!

Responsibilities :  

• You will answer calls and assist customers seeking information about Marketplace insurance, utilizing standard technology such as a telephone, web browser, and email.  

• You will choose the appropriate pre-scripted responses, which you will read verbatim to provide basic general and claims-specific information. 

• You will follow established and documented policies and standard operating procedures, such as completing timesheets and adhering to privacy rules. 

• You will help individuals apply for a premium tax credit through the Federal government.

• You will assist callers in completing an online application and submitting it electronically to the plan provider for processing. 

• You will complete basic call logs related to phone inquiries, such as clicking radio buttons to confirm which scripts you read to the caller. 

• You will refer calls as required to secondary levels of support.  

Position Requirements :  

• High school diploma or equivalent is required. 

• Minimum six months of customer service/secretarial/telemarketing experience required. 

• Must be able to pass English and Spanish assessments.

• Must be able to type a minimum of 20 WPM. 

• Must be able to sit for extended periods of time. 

• Experience working with a PC and the Windows operating system is required. 

• Must have excellent time management skills and the ability to adhere to an established schedule.  

• Must have the ability to follow standard operating procedures and follow established call scripts, choosing the correct one for the type of call being answered.  

• Must have demonstrated excellent interpersonal and leadership skills and the ability to organize simultaneous tasks. 

• A proven ability to work as a member of a team is required. 

Location :  

• The position is onsite at our Tampa call center, 5701 E. Hillsborough Avenue, Suite 1300, Tampa, FL 33610 (located near the Hard Rock Casino).

• Remote work is not available for this position. 

Schedule :  

• Our call center is open from 8:00AM to 10:00PM, Monday - Friday, with extended operating hours during peak season, and your shift will be assigned a portion of that daily schedule.  

• In addition to certain mandatory workdays, you may be required to work some weekends and holidays during peak season. Overtime will be paid for all applicable hours.  

• These positions are seasonal and are expected to continue through February, during the Open Enrollment Period (OEP) for Marketplace insurance, and there are opportunities for overtime hours. We anticipate having some permanent positions available at the end of OEP, and our 'promote from within' culture means there may be room for you to become a permanent part of our team!

Background :

• You must be able to pass a customer service assessment in English and a Bilingual assessment to determine your written and

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