Lead Service Center Representative

Who Are We? Join the Fresno Service Center as the next Lead Service Center Representative! As part of the Service Center Operations team, you will be an integral part of accomplishing Covered California’s mission and main goals. The team is responsible for assisting consumers via outbound and inbound calls, handling escalated issues and utilizing multiple systems such as CalHEERS, Salesforce, and other Customer Relationship Management (CRM) Systems. Your Opportunity: As the Lead Service Center Representative, you will be responsible for assisting and providing support for other Service Center Representatives in regard to answering consumer questions and lead queues and processing the Manual Work Streams (documents sent in by consumers for verification). You will also be taking escalated calls to find and recommend a solution, submitting service tickets, as well as preparing for, participating in, and sometimes leading team meetings on a weekly basis. Call Center Pay Differential: If selected, incumbents will be compensated an additional $150 per month. Salary: $4,329.00 - $5,589.00 per Month Application Deadline: 5/14/2026 @ 11:59 pm PST Required Documents: Application, Resume, and Statement of Qualifications (SOQ) Qualifications We’re Looking For: • Experience in and knowledge of public health and health care industry services, programs, and trends • Moderate knowledge and use of Microsoft Office products (Outlook, Word, Excel) • Experience, training, and/or knowledge of customer service de-escalation techniques Minimum Qualifications for Program Technician III : CalHR Employee Benefits: Covered California provides incredible benefits for our employees, including healthcare, retirement and savings, work-life services, leave benefits, and work-life balance. To learn more, visit https://hbex.coveredca.com/careers/benefits/. Note: • To apply to this position, review this advertisement and complete your application via CalCareers at: CalCareers • Please send any questions regarding the application process and/or position to Careers@covered.ca.gov • New to state civil service, employees are typically hired at the minimum of the salary range