Call Center Representative

About the Role

This position supports Our Client by fielding inbound 800‑helpline calls related to Medicare health insurance. The representative works in a busy call‑center environment, providing accurate information, routing callers to volunteer counselors, and handling a variety of clerical tasks. The role requires completing a mandatory five‑day Medicare training and maintaining high‑quality service standards. Success in this role directly impacts the program’s reputation and the well‑being of callers seeking assistance.

Key Responsibilities

• Answer all inbound 800 calls promptly and record caller details on Client Contact forms.
• Transfer calls to available volunteer counselors or provide direct counseling assistance when volunteers are unavailable.
• Perform daily data entry of client contacts and update relevant databases.
• Prepare and assemble informational mailings, labels, and packets, and manage copying of SHIP materials as needed.
• Monitor and replenish office supplies, notifying the Office Manager of low inventory.
• Maintain an organized work area, handling deliveries, recycling paper and boxes, and ensuring a tidy environment.
• Retrieve and forward voicemail messages for packet requests twice daily.
• Compile and distribute training and presentation materials for volunteers, counselors, and local sites.
• Assist with special mailings, email communications, 800‑message recordings, and list updates as directed by the Office Manager.

Required Skills & Experience

• Minimum 2 years of experience demonstrating strong verbal communication skills in a call‑center or customer‑service setting.
• At least 2 years of data‑entry experience with a focus on accuracy and attention to detail.
• Ability to complete a five‑day Medicare health‑insurance training program and apply learned knowledge on calls.
• Proven ability to follow scripted guidelines while delivering empathetic, clear information to callers.
• Basic understanding of office clerical functions such as mailing, inventory control, and document preparation.
• High school diploma or equivalent; additional coursework in health‑care administration or related fields is a plus.

Tools & Technologies

• Telephone call‑handling system (e.g., VoIP or PBX) for inbound 800‑line management.
• Computer with Microsoft Office suite (Word, Excel, Outlook) for data entry, document creation, and email communication.
• Customer Relationship Management (CRM) or contact‑tracking software for logging client interactions.
• Standard office equipment such as label printers, copiers, and inventory tracking tools.

Work Schedule & Duration

• Contract period: November 2, 2026 – January 31, 2028 (approximately 14 months).
• Full‑time schedule with an expected start time of 8:00 AM (flexible to 8:30 AM in certain cases).
• Hybrid work environment: primarily onsite at the Indianapolis location with occasional remote tasks for data entry or documentation.

Interview Process

The selection process typically includes an initial phone screening followed by an in‑person interview with the hiring manager and a brief skills assessment related to call handling and data entry.

Position Details

• Employment Type: Contract
• Duration: Approximately 12 months (with potential for extension)
• Work Authorization: Must be authorized to work in the United States