Call Center Representative

Briljent

11d•Remote

About The Position

Briljent is seeking seven Call Center Representatives to support a long-term, remote customer service program. Call Center Representatives will assist customers and program participants by answering questions, providing accurate information, documenting interactions, and helping callers navigate program processes. The successful candidate will be professional, patient, dependable, and comfortable assisting individuals who may be experiencing challenging circumstances. This position operates on Pacific Time. We are only considering candidates who can consistently work the required Pacific Time schedule.

Requirements

High school diploma or equivalent
Ability to consistently work all assigned hours and complete required training according to a Pacific Time schedule.
Strong verbal and written communication skills.
Ability to communicate with empathy, patience, and professionalism.
Comfortable working with computers, web-based systems, and multiple applications simultaneously.
Strong attention to detail and the ability to document information accurately.
Ability to follow established procedures and explain information clearly.
Dependable attendance and punctuality.
Ability to work independently in a remote environment while remaining engaged with the team.
Reliable high-speed internet and a quiet, secure workspace suitable for handling confidential information.

Nice To Haves

Previous customer service, call center, administrative, or public-facing experience preferred.
Experience supporting high-volume customer service operations, government programs, human services, or public assistance programs is preferred but not required.

Responsibilities

Respond to inbound calls and other customer inquiries professionally and promptly.
Provide accurate information regarding program services, application procedures, documentation requirements, and general guidelines.
Assist customers with navigating program processes and understanding their next steps.
Review available account or application information and provide appropriate status updates.
Accurately document customer interactions, questions, and resolutions in designated systems.
Follow approved scripts, procedures, escalation protocols, and quality standards.
Identify questions or issues requiring additional assistance and escalate them appropriately.
Maintain confidentiality and protect customers’ personal and sensitive information.
Meet established expectations for attendance, call quality, productivity, documentation, and customer service.
Participate in required training, coaching sessions, team meetings, and program updates.
Adapt to changes in call volume, program procedures, and seasonal staffing needs.
Perform additional job-related duties as assigned.