Customer Service Rep.

**Contractor Opportunity**: **Remote Customer** **Service / Call Center Rep** **Location:** Remote but must live in New Mexico **Engagement Type:** Contractor via Third\-Party Supplier **Contrac****ting Entity:** Accenture **Supplier of Record:** Manpower Group / Experis **Start Date:** 12/7/2026 **Duration:** 12 Months with potential for extension **About the Role** We are seeking qualified contractors to fulfil the role of a Onsite Contact Call Center Agent, leverage call center experience, strong customer service skills, problem solving, and attention to detail to deliver a positive citizen experience across multiple communication channels. The ideal candidate enjoys building relationships, adapts quickly to change, and demonstrates professionalism and resilience in a fast‑paced environment. This opportunity is open to individuals located in **New Mexico.** Additionally, the role requires access to reliable internet and the ability to manage all responsibilities from a home office. The project hours of operations will be **Monday – Friday**, in which candidate must be available to work an **8\-hour shift between 7:00 AM to 7:00 PM Mountain Standard Time**. Contractors will be engaged and paid by a third\-party payroll supplier, **Manpower Group**, which will serve as the employer of record for tax and compliance purposes. **Key Responsibilities** **Core Duties** * Answer incoming and conduct outbound communications via phone, chat, and email * Follow established call flows and scripts to ensure consistency and quality * Relay accurate findings, decisions, and outcomes to customers regarding eligibility questions for the summer programs, EBT cards, monies they will receive, updating addresses, directing resources on how to apply if not automatically enrolled. * Answer incoming phone calls, conduct outreach phone calls, chats, and/or emails regarding Medicaid * Follow call flows with scripts * Research and review customer inquiries using multiple systems, relaying outcomes to customer * Clearly document call information and encounters in call logs * Review monthly benefit allotments * Assist with re\-certifying to retain benefits * Switching insurance coverage * Issuing Medicaid cards * Assist individuals with applying for medical and income benefits * Provide status of application, benefits and eligibility **Deliverables or Project Scope** * Timely and accurate resolution of citizen inquiries * Clear and complete documentation of customer interactions and outcomes * Consistent adherence to operational, quality, and compliance standards * Proactive identification of trends and risks impacting service delivery **Collaboration Tools or Platforms** * Microsoft Office (Excel, Word, Outlook, Teams) * Internet‑based call handling and chat platforms * Internal research tools, knowledge bases, and call logging systems **Qualifications** * High School Diploma or GED equivalent