Call Center Representative (2nd Shift)

BrightKey•Annapolis Junction, MD

13d•$19 - $22•Onsite

About The Position

BrightKey is growing and we are looking for you to join a dynamic team as a Call Center Representative dedicated to making a difference! We are seeking motivated and customer-focused individuals to join our team. As a Call Center Representative, in this role, you will provide exceptional support to members of various non-profit and professional organizations. Your primary responsibilities will include managing member inquiries, resolving issues, and ensuring outstanding member experience. If you enjoy customer service and working in a service-oriented environment, we encourage you to apply! Job Description: As a Call Center Representative, you will be an integral part of a team that provides exceptional customer service to non-profit organizations and their members. You will primarily handle inbound as well as respond to emails, ensuring that all interactions are professional, courteous, and effective. This position offers a career opportunity with potential for growth within the company. Schedule, Benefits, & Compensation: On-Site, Second shift, Monday through Friday - 40 hours per week Hours: 12:30pm - 9:00pm Location: Annapolis Junction, MD Medical, Dental, Vision, Pet and other Insurance options Participation in a company 401k program Paid Time off and 10 paid holidays Pay is $19.00 to $22.00 per hour

Requirements

High school diploma or equivalent; associate or bachelor’s degree preferred.
Experience in a call center or customer service role is ideal.
Excellent verbal and written communication skills.
Strong problem-solving abilities and attention to detail.
Ability to handle a high volume of calls and emails with professionalism and efficiency.
Proficient in using computer systems and software applications including MS Office (Outlook and Excel).
Compassionate and empathetic, with a genuine desire to help others.
Ability to work independently and as part of a team.
Flexible and adaptable to changing priorities and tasks.

Responsibilities

Serve as the first point of contact for members, handling inbound and outbound calls, emails, and chat inquiries.
Assist members with account management tasks, including updating contact information, processing renewals, and resolving billing issues.
Troubleshoot and resolve member concerns promptly, escalating complex issues to the appropriate team as necessary.
Maintain detailed and accurate records of member interactions in the customer relationship management (CRM) system.
Proactively identify opportunities to enhance the member experience and share feedback with the team.
Ensure compliance with organizational policies, privacy standards, and service level agreements.
Document all customer interactions and update records accurately in the database.
Collaborate with team members to ensure a seamless customer experience.
Identify and escalate priority issues to the appropriate team members or departments.