
Job Information
National Telecommunication Institute Application Intake-Contact Center Agent in Not Listed, Massachusetts
The remote Application Intake-Contact Center Agent will support the program via application intake, interviewing, and processing applications. This position will also be responsible for providing general information about the application process and requirements to potential applicants. They will respond to requests via telephone, on-line transactions, including a live chat option to provide access for hearing impaired individuals and others unable to communicate verbally in lieu of maintaining a second toll-free number for TTY, and emails/webforms, or written letters. Employment begins with paid training, and we help you build confidence and experience to be successful in the technology field. Pay rate will be commensurate with the wage scale for your specific location. Start date projected to be February 1st, 2025. Essential Duties and Responsibilities: Respond accurately to program inquiries Conduct assessments for new applicants Conduct follow up interviews with qualified applicants Assist in application processing Provide information on application status Coordinate with other departments for required mailings to applicants Assistance completing reference forms for applicants Questions related to a members living allowance Minimum Requirements: Must be able to pass a federal background check High school diploma or equivalent 1+ years contact center experience Typing speed of at least 25 wpm Excellent computer skills including an ability to analyze and troubleshoot common computer and technology issues Ability to communicate applicable technical subject matter expertise to management and others. Professional communication skills, both written and verbal Strong attention to detail Ability to multi-task, prioritize and manage time effectively Cooperation and teamwork with peers Empathy and patience for customers with technical difficulties Must be able to read, write, speak fluently, and understand the English language. Ability to meet the home office requirements listed below. Substitutions Include: Qualified or registered beneficiaries of NTIs Employment Network may substitute the 1+ years of contact center experience with: 6-12 months of contact center experience, OR 3-6 months of customer service experience AND successful completion of NTIs assigned trainings and certifications. Preferred Requirements: 6 months or more experience with intake/application processing 6 months or more of previous Contact Center experience Previous experience with interviewing applicants Conditions of Employment: Successfully complete pre-hire testing and background check. Must be able to provide proof of education such as a high school diploma, GED, or college transcripts, and two valid and in-date forms of ID. Special Position Requirements: This remote position has full-time or part-time hours available, ranging from 24-30 hours per week (part-time) to 40 hours per week (full-time), between the hours of 8AM and 8PM ET Monday through Friday. Staff cannot be granted time off until completing 90 days of employment Home Office Requirements: Non-cellular internet connection with minimum speeds of 10Mb/s download and 5Mbp/s upload. A dedicated space lacking ongoing interruptions to protect member PHI/HIPAA information. Sit for most of the workday, adhering to a set work schedule, scheduled breaks, and lunch. Physical Demands: While performing the duties of this job, the employee is required to stand; or sit; use hands to finger, handle, or feel objects, and type on a keyboard; reach with hands and arms; balance; speak clearly and hear. Specific vision abilities required by the job include close vision depth perception, and the ability to adjust focus. Work Environment: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this job. EOE Disability/Vets