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Contact Center Representative in Rockville, MD at Staffing Now

Date Posted: 11/6/2020

Job Snapshot

Job Description


Our Client is hiring a Contact Center Services Representative


SUMMARY - The representative will ensure that all applicants, recipients, spouses, attorneys, or other member representatives receive extraordinary service when he or she is communicating with the Organization via phone, fax, written correspondence, or email. The representative may contact the recipient by phone or mail and in each communication provide empathetic and efficient service.

ESSENTIAL FUNCTIONS
* Answer incoming phone calls
* Document phone calls in Sharepoint
* Provide information to callers from Sharepoint and 2200
* Navigate and provide accurate information regarding the Organization websites
* Monitor incoming calls and calls waiting via Taske
* Receive and respond to incoming emails from Organization websites
* Pick up and handle messages from Nightline
* Route calls to appropriate individual or department when necessary
* Send a fax via RightFax when requested by the caller
* Print 1099R's and Organization Statements when requested by the caller
* Perform special projects as requested by management

NON-ESSENTIAL FUNCTIONS
* Create Binbook letters related to phone calls
* Employer Indexing
* Process returned mail from various mailings
* Input change of address in the 2200
* Enter new participant information in the 2200
* Prepare new participant packages
* Calculate estimates using the Expert System

EQUIPMENT REQUIRED
Personal computer, keyboard, multi-line telephone, electronic
calculator, printer/copy machine, RightFax

PERFORMANCE STANDARD
Ability to handle a high volume of telephone calls with an average daily talk time not to exceed 4 minutes (240 seconds) overall accurately, efficiently and courteously

WORK SCHEDULE
35 hours per week, with ½ or 1 hour unpaid lunch


QUALIFICATIONS
Knowledge, skills and general abilities:
* Accuracy - strive for the highest level of accuracy possible from the tools used and processes performed
* Administrative - manage the workload assigned and inform the supervisor of the status of work assigned
* Analytical - able to analyze status requests, applications, and inquiries received in written form or verbally
* Communication - able to effectively and politely communicate with participants, other team members and the supervisor via the telephone, in person, or in written correspondence
* Creativity - able to find a solution to a participant's issue
* Customer Service - possess a true service-centered approach to the work
* Dependability - ensure that attendance and timely arrival support the achievement of the team's goals
* Flexibility - take direction with a minimal amount of disruption
* Initiative/Motivation - demonstrate initiative in meeting team goals and show motivation towards service for participants and for team members. Follow up on outstanding contacts and issues with little guidance.
* Judgment/Maturity - exercise good judgment and act in a mature manner while performing tasks assigned. Exercise maturity when in contact with the outside community regardless of external behavior. Determine quickly when a person contacting the Organization is a risk to himself/herself or others.
* Knowledge - possess knowledge of the processes performed by the team. Know and implement proper procedures when in contact with a hostile or threatening party either by phone or written correspondence.
* Math - compute all necessary numbers for processes performed
* Problem Solving - solve day to day problems and determine when these problems need to be escalated to the supervisor level
* Teamwork - work as a member of the team
* Technical skills - perform all processes required of the team
* Other - develop new skills as required


This list of duties and responsibilities is not intended to be all-inclusive and may be expanded to include other duties or responsibilities that management may deem necessary.