VECRA Inc

Customer Service Call Center Agent

Lanham, MD - Full Time

Job Title: Call Center Agent (Full-Time, Remote)
Location: Remote

Company Overview
VECRA, Inc. is a service-disabled veteran-owned, woman-owned, and minority business enterprise (SDVOSB, WOSB, MBE) consulting firm. We specialize in helping clients drive growth, transform businesses, and innovate through proven methodologies. VECRA's experience spans innovative software applications, reporting systems, program management, facilities, and supply chain management. Our services are always:

  • Vigilant Efficient Collaborative Responsive Accurate (VECRA)

Job Description
VECRA is seeking remote Call Center Agents to provide support for the Maryland Health Benefits Exchange. Agents will assist Maryland residents with healthcare benefits, handling an average of 30-35 inbound calls per day (with higher call volume during open enrollment). This position requires 7 weeks of paid training. Agents must provide their own computer/laptop (Chromebooks and iPads are not permitted) and headset.

Key Responsibilities

  • Answer inbound calls from consumers, prospective enrollees, and those acting on their behalf, providing information on policies, procedures, and privacy protocols.
  • Track and document all inquiries using the designated systems.
  • Complete tasks according to established guidelines and quality assurance metrics.
  • Assist consumers with changes to their applications and reset passwords for self-service.
  • Check application status and verify coverage effectiveness.
  • Escalate calls or issues to appropriate staff when needed.
  • Facilitate translation services for non-English speaking callers.
  • Attend training and meetings to maintain up-to-date knowledge of all programs and systems.

Qualifications & Required Skills

  • Priority to Maryland Residents.
  • 3+ years of call center experience.
  • Experience with high inbound call volumes and meeting/exceeding performance metrics.
  • Fast learner with the ability to work independently.
  • Strong multitasking and computer skills.
  • Excellent listening skills with the ability to understand, not just respond.
  • Punctual and self-reliant.

Education

  • High School Diploma or GED required.

Other Details

  • Work Hours: 8:00 AM - 6:00 PM (Assigned 8-hour shift within this timeframe)
  • Salary: $18.50/hour
  • Location: Remote
  • Travel: No

Benefits
VECRA offers a competitive benefits package for full-time employees, including:

  • Paid holidays
  • Paid time off
  • Medical and dental coverage

Equal Opportunity Employer
VECRA, Inc. is an Equal Opportunity and Affirmative Action employer. We are committed to administering all employment actions based on merit and free from discrimination based on race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability. VECRA maintains a drug-free workplace and conducts pre-employment substance abuse testing and background checks, where permitted by law.

Apply: Customer Service Call Center Agent
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State you currently reside in?*
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This position is working with the Maryland Health Benefits Exchange do you have any experience with Maryland Health Benefits Exchange?*
VECRA is partnering with Maximus Inc. Have you previously worked with Maximus? If so, please explain your employment type, term, and reason for leaving. If not, please write N/A.*
This is a Full-Time position. Are you agreeable to this?*
Are you a licensed broker or sell insurance for the state of Maryland?*
Do you have professional call center experience handling inbound and/or outbound customer calls in a high-volume call center environment? If yes, please indicate the total number of years of call center experience you have. If you do not have call center experience, enter N/A.*
Schedules are eight (8) hours long with two (2) 15-minute breaks and a 30-minute lunch. Are you agreeable to this?*
Do you have any planned vacation or need any time off for the remainder of the year? If so, please list them here.*
This position requires you to complete a 20–30-minute skills assessment, which Maximus will share directly with you. Are you comfortable completing it within 8 hours of receipt?*
The hourly pay rate for this position is $18.50 per hour. Are you willing to accept this rate of pay if offered the position?*
This is a BYOD (Bring Your Own Device) position. You are required to provide your own computer or laptop with a working camera and reliable high-speed internet connection. iPads and Chromebooks are not acceptable. Can you meet these requirements for the duration of your employment?*
During the seven-week training period, you are required to be visibly on camera in a distraction-free work environment; are you agreeable to this requirement?*
Human Check*