Inbound Call Center Representative

Inbound Call Center Representative

Job Title: Inbound Call Center Representative
Location: Indianapolis, IN
Work Arrangement: Onsite
Contract Duration: 12+ Months
Schedule: Must be available to start at 8:00 AM; an 8:30 AM start may be permitted in certain cases.
Interview Process: Phone and in-person

Job Overview

We are seeking a reliable and customer-focused Inbound Call Center Representative to support a public service program that provides information and assistance related to Medicare and health insurance for Medicare beneficiaries.

The selected candidate will answer incoming calls on an 800 helpline, provide accurate information or connect callers with volunteer counselors, maintain client records, and perform general administrative and clerical duties.

Important: Candidates must successfully complete a mandatory five-day training program covering health insurance for individuals with Medicare.

Key Responsibilities

• Answer incoming 800 helpline calls promptly and professionally.
• Record caller information and inquiries accurately using client contact forms and data entry systems.
• Transfer calls to available volunteer counselors or provide appropriate assistance when counselors are unavailable.
• Respond to calls from counselors regarding availability, supplies, and program materials.
• Complete daily data entry and maintain accurate client contact records.
• Prepare information packets, mailing labels, and other informational materials.
• Assemble, copy, and distribute Medicare-related informational documents as needed.
• Monitor office supplies and notify the Office Manager when materials need replenishment.
• Receive and organize deliveries while maintaining a clean and orderly workspace.
• Check voicemail messages for information packet requests at least twice daily.
• Forward callback requests and messages to the appropriate volunteer supervisors.
• Prepare training materials for new counselors and other training sessions.
• Organize presentation materials and supplies for counselors, supervisors, and local program sites.
• Assist with special mailings, emails, recorded helpline messages, list updates, and other administrative tasks as assigned.

Required Qualifications

• Strong verbal communication and telephone etiquette.
• Ability to communicate clearly and professionally with the public.
• Good data entry, recordkeeping, and general clerical skills.
• Strong attention to detail and commitment to providing accurate information.
• Ability to follow established procedures, agency policies, and applicable guidelines.
• Good organizational skills and the ability to manage multiple administrative tasks.
• Ability to complete the required five-day Medicare and health insurance training.
• Punctuality and availability to begin work at 8:00 AM, with limited flexibility for an 8:30 AM start in certain cases.

Ideal Candidate

The ideal candidate is dependable, patient, detail-oriented, and comfortable assisting callers over the telephone. Experience in call centers, customer service, office administration, data entry, or public assistance programs is beneficial.

Candidates should be able to handle inquiries professionally, maintain confidential and accurate records, and work effectively with office staff, volunteers, and members of the public.

Work Environment

This is an onsite, office-based position in Indianapolis, Indiana. The role involves regular telephone communication, data entry, document preparation, inventory management, and other administrative responsibilities.

Apply today if you have strong communication skills, a customer-focused attitude, and an interest in helping individuals access Medicare-related information and resources.

Pay: $14.00 - $14.17 per hour

Work Location: In person