Job Title:

Contact Center Services Representative Location:

Rockville, MD Schedule:

Monday-Friday, 9:00 AM-5:00 PM, 1 hour lunch

Employment:

Temp-to-hire - 4 months onsite during temp and will transition to Hybrid 3 days onsite after (Wednesday required other days flexible) About the Role The Contact Center Services Representative will provide extraordinary service when communicating with all constituents, contacting candidates via phone, email, fax, or written correspondence. The representative must provide an empathetic, efficient, and accurate service. Responsibilities Answer incoming phone calls Document phone calls in the system of record Provide accurate information to callers Thorough knowledge of all company systems, websites and online benefits Thorough knowledge of the Fund's rules, processes, and documents Monitor incoming calls and calls waiting via Taske Receive and respond to incoming emails Retrieve and respond to messages from Nightline Route calls to appropriate individual or department when necessary Send faxes and/or upload documents to the online benefits portal when requested, such as 1099R's or statements Perform special projects when requested by management Create letters for approvals Employer Indexing Process returned mail Process change of address in the system Enter new participant information into the system Prepare new participant packages Greet visitors and perform daily contact center duties from the front desk Regularly communicate with the Contact Center Supervisor Other duties as assigned

PEFORMANCE STANDARD

Ability to handle a high volume of telephone calls with an average daily talk time not to exceed 4 minutes (240 seconds) accurately, efficiently and courteously Qualifications 2+ years of call center experience required Bachelor's degree or equivalent experience required Previous benefit fund experience preferred, but not required Taft-Hartley Trust fund experience preferred Listens well with the ability to communicate effectively both in verbal and written communications Presents a professional image in the office Demonstrates ability to manage complex issues while maintaining a flexible, positive, and cooperative demeanor Responds promptly to operations leaders and stakeholders to facilitate informed decision-making Troubleshoots assigned issues, gathers evidence and investigates all relevant information with participants, vendors, and internal departments to resolve the problem in a cooperative and collaborative manner

Pay:

From $24.00 per hour

Work Location:

In person