Contact Center Services Representative

Overview

• Join a dynamic team as a Contact Center Services Representative, ensuring exceptional service delivery to applicants, recipients, and representatives.
• Provide empathetic and efficient communication via phone, fax, email, and written correspondence.
• Work on-site in a professional office environment with standard conditions and equipment.
• Handle high call volumes while maintaining accuracy and courteous communication standards.
• Collaborate with a dedicated team to achieve service excellence and participant satisfaction.
• Engage in special projects and tasks as assigned by management to support organizational goals.
• Opportunity to develop new skills and expand responsibilities within the role.
• Contribute to a mission-driven organization focused on providing exceptional benefits services.

Key Responsibilities & Duties

• Answer incoming calls and document interactions in Sharepoint for accurate record-keeping.
• Provide accurate information from internal systems and websites to callers.
• Monitor call queues and manage waiting calls effectively using Taske software.
• Respond to emails from organizational websites and handle messages from Nightline.
• Route calls to appropriate departments and send faxes via RightFax as needed.
• Print requested documents such as 1099R forms and NEAP statements for callers.
• Perform special projects and assist with administrative tasks assigned by management.
• Ensure compliance with performance standards, maintaining efficient and courteous service delivery.

Job Requirements

• Associate of Arts (AA) degree required, with a focus on customer service or related fields.
• Minimum of 1 year experience in call center or customer service roles.
• Preferred 2 years of experience handling high call volumes and detailed inquiries.
• Clear and concise phone communication skills essential for effective service delivery.
• Bilingual candidates preferred to enhance communication capabilities.
• Proficiency in using computer systems, multi-line telephones, and office equipment.
• Strong analytical, problem-solving, and teamwork skills to address participant needs.
• Ability to handle sensitive situations with maturity and sound judgment.