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Massachusetts Employer Customer Service Representative in Boston, Massachusetts

Major Purpose: Supporting Vaccination Contract - Coronavirus 2019 (COVID-19). Provide customer service assistance for the Department of Health, answering inquiries related to the vaccine for COVID-19 such as availability, scheduling and eligibility. Duties / Responsibilities: Work with customers to access government-sponsored programs and receive program services. Interact with program participants on a regular, daily basis. Educate customers on program services and eligibility requirements. Exhibit advanced programmatic knowledge and is able to assist customers throughout any/all phases of the application process, from enrollment through the awarding of benefits and services. Work with customers to meet and achieve program goals and/or maintain program services and eligibility. Respond to customer inquiries received by telephone, Interactive Voice Response (IVR), or web based portal regarding information on programs and services. Follow standard operating procedures to ensure consistency and accuracy. Address customers inquiries and resolve problems to ensure that appropriate changes are made. Refer unresolved customer grievances to designated departments for further investigation. Communicate with supervisor regarding any potential needs or concerns. Perform data entry accurately. Perform other duties as assigned by management. Education / Experience: High School diploma or equivalent 6 months - 2 years of experience Strong data entry and telephone skills