Contact Center Representative

Contact Center Representative Overview

• The Contact Center Representative will deliver exceptional service to constituents via phone, email, and written correspondence.
• Ensure empathetic and efficient communication while addressing inquiries and resolving issues promptly.
• Maintain comprehensive knowledge of systems, processes, and documentation to provide accurate information.
• Support high call volume environments with professionalism and attention to detail.
• Collaborate with team members and supervisors to enhance service delivery.
• Adhere to strict punctuality and attendance policies to ensure consistent service quality.
• Contribute to special projects and administrative tasks as assigned by management.
• Opportunity to transition to telework eligibility upon conversion to permanent employment.

Contact Center Representative Key Responsibilities & Duties

• Answer and document incoming calls in the system of record while providing accurate information.
• Monitor call queues and respond to emails and messages promptly.
• Route calls to appropriate departments and upload requested documents to the benefits portal.
• Prepare participant packages and process returned mail and address changes.
• Perform front desk duties, greeting visitors and managing inquiries effectively.
• Collaborate with supervisors to ensure adherence to performance standards.
• Create approval letters and assist with employer indexing tasks.
• Participate in special projects and contribute to team objectives.

Contact Center Representative Job Requirements

• High school diploma or GED required; Bachelor’s degree preferred.
• Minimum of 2 years of call center experience; 3 years preferred.
• Proficiency in handling high call volumes with clear and concise communication.
• Bilingual candidates are preferred for enhanced service capabilities.
• Strong attention to detail and ability to multitask effectively.
• Ability to pass background and drug screenings within 48 hours of offer acceptance.
• Commitment to punctuality and professional presentation during interviews and assessments.
• Knowledge of NEBF/NEAP systems and processes is advantageous.