Oxford Government Consu

Role Description Seasonal staff September 2026 thru April 2027 - Full time: Monday through Friday - Non-exempt - Receives inbound participant phone calls and provides appropriate customer service support in accordance with program guidelines. - Utilizes authorized computer systems to gather and confirm information prompted by incoming calls. - Provides rapid, efficient, and accurate customer service in a professional manner for extended periods of time. - Receives, comprehends, provides, and responds to routine informational inquiries and service requests through various communication technologies including but not limited to telephones, e-mail, facsimile, postal mail, and the Internet. - Provides both inbound and outbound call center support for customer inquiries. - Researches and resolves complaints to ensure customer retention and satisfaction. - Tracks the questions and answers in the call center system. - Updates or checks customer benefits statuses. - Answers benefits questions. - Provides information and solutions in response to inquiries pertaining to products, services, and customer complaints. - Accesses databases to retrieve and record information into the call center system. - Reports to a supervisor. Qualifications - Minimum of one year of incoming call center experience is required. - Telework experience preferred. - Must possess valid REAL ID. - Must live in Cleveland/Euclid, Ohio area. - Authorized to work in the U.S. - Public Trust clearance required to successfully obtain the position (the process will be completed with Oxford Government Consulting prior to hire). - High school diploma or equivalent. - Demonstrated verbal and written proficiency in the English language. - Experience working in an office setting answering telephones, including demonstrated keyboard skills. - Ability to facilitate clear and accurate exchange of information with callers. - Outstanding customer service skills. - High keystrokes per hour. - Strong computer skills. - Possesses an understanding of general aspects of the job. - Excellent judgment and use of discretion; trustworthiness with sensitive information is paramount. - Must be able to work all shift schedules. - Working overtime and on weekends may be required. - Repetitive motion may be required. - Must work well with coworkers and managers. - Must be able to monitor email account daily. - Must be able to work at computers for long periods of time. - Ability to adapt to change and varying work priorities upon short notice. Benefits - Oxford provides a robust benefits package. - Employer pays majority of employee medical insurance premiums OR payment of $5.09/hour in lieu of medical insurance benefits. - Medical insurance - Dental insurance - Vision insurance - Short-term disability insurance - Accident insurance - Universal life insurance with long-term care - Paid time off - Paid sick leave - 11 paid government holidays per year - Matching 401(k) savings