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Customer Service Representative
Job
Green Key Resources
Rockville, MD (In Person)
Full-Time
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Job Description
Customer Service Representative
Overview
- Deliver exceptional customer service by addressing inquiries with professionalism and accuracy in a fast-paced, dynamic call center environment.
- Engage with diverse callers, providing empathetic and effective communication tailored to individual needs.
- Maintain detailed records of interactions to ensure seamless follow-up and compliance with organizational standards.
- Collaborate with team members to enhance operational efficiency and customer satisfaction.
- Support callers with inquiries regarding benefits, documentation, and processes, ensuring clarity and resolution.
- Participate in special projects and administrative tasks to contribute to departmental goals.
- Stay informed about organizational policies, systems, and fund rules to provide accurate information.
- Ad to compliance standards and maintain a professional demeanor at all times.
- Manage incoming calls, providing accurate and timely information to callers while ensuring a positive experience.
- Document all communications in the system, ensuring thorough and precise record-keeping.
- Respond to messages promptly and route calls to appropriate departments when necessary.
- Assist with document uploads, faxing, and processing returned mail efficiently.
- Prepare participant packages and update participant information in the system accurately.
- Perform front desk duties, including greeting visitors and managing inquiries professionally.
- Collaborate with the Contact Center Supervisor for updates, feedback, and process improvements.
- Ensure compliance with attendance policies and maintain a professional work environment.
- High school diploma or GED required; Bachelor's degree preferred for advanced opportunities.
- Minimum of 2 years of call center experience; 3 years preferred for enhanced expertise.
- Exceptional attention to detail and ability to manage high call volumes effectively.
- Clear and professional communication skills, both verbal and written.
- Bilingual candidates are preferred to provide superior service to diverse callers.
- Proficiency in call monitoring tools and systems for efficient operations.
- Ability to work on-site, adhering to strict attendance and punctuality standards.
- Successful completion of background and drug screening required prior to employment.