Accenture Flex offers you the flexibility of fixed duration project-based work powered by Accenture, a leading global professional services company. Accenture is consistently recognized on FORTUNE’s 100 Best Companies to Work For and Diversity Inc’s Top 50 Companies for Diversity lists.

Intelligent Citizen Services Contact Center Agent

The Intelligent Citizen Services Associate will leverage call center experience, customer service skills, problem solving and attention to detail to deliver a positive customer experience. The right candidate will enjoy building relationships with customers, adapt quickly to change, and demonstrate grit that will inspire others to strive for superior results.

Job Responsibilities:

• Interact face to face live with walk in clients.

• Research and resolve member questions and issues using multiple online tools and systems.

• ·Track and monitor the status for open request using multiple online tools and systems

• ·Document all work including completed tasks and notes in an online CRM tool

• Review and analyze member paperwork, forms, and activity within multiple online tools and systems.

• Conduct outreach via phone and online to Health Connector members to gather additional information or provide issue resolution status

• Collaborate with internal teams to research and resolve issues for Health Connector members Collaborate with external third-party teams to resolve issues for Health Connector members.

• ·Answer member questions as needed

• Answer incoming phone calls, chats, and or emails.

Role Requirements

• Reliable internet access sufficient to handle calls received via the internet

• Quiet and private remote work location for training

Location: This is not a virtual or remote role. The role is located in an office in Springfield, Massachusetts.

Hours & Shifts:

This project operates in 8 hour shifts 9:00 AM- 5:00 PM EST Monday - Friday

Training is 9:00 AM – 5:30 PM EST for 3 weeks.