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GK
Green Key Resources
Contact Center Representative
Career Insights for Call Center Representative
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Scorecard
Based on Maryland data
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What they do
A Call Center Representative answers calls from customers or makes outbound sales calls. Responds to customer inquiries, provides information on products and services, and manages customer complaints. Records customer information and processes orders. May process payments. May use email to follow up on customer inquiries or calls.
$37,706 / year median in Maryland
-4% projected decline
Job Description
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.
- Ad 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 adnce 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