Call Center Representative

The Michelle Martin Group • Annapolis, MD

2d • Remote

About The Position

The Michelle Martin Group (MMG) is seeking professional and customer-focused Call Center Representatives to support a state government call center. In this role, you will serve as the first point of contact for constituents, handling inbound inquiries, providing accurate information, and ensuring a high level of service in a fast-paced, high-volume environment. This position requires strong communication skills, attention to detail, and the ability to follow established procedures while delivering a positive customer experience.

Requirements

• 1+ year of experience in a call center, customer service, or help desk environment
• Strong verbal communication and active listening skills
• Ability to manage high call volumes while maintaining professionalism and accuracy
• Comfortable working with multiple systems, including CRM and contact center platforms
• Strong attention to detail and ability to follow structured processes and scripts
• Reliable attendance and ability to work a consistent schedule
• Ability to handle sensitive information with confidentiality and professionalism
• Selected candidates must successfully pass a background check prior to starting employment.

Nice To Haves

• Experience supporting government agencies or public sector programs
• Multilingual capabilities
• Experience with ticketing systems, CRM platforms, or contact center technologies

Responsibilities

• Handle inbound calls as the first point of contact (Tier 1 support) for the client
• Provide accurate, clear, and consistent information using approved scripts, knowledge bases, and CRM systems
• Utilize assigned Comptroller-issued equipment, systems, and secure connectivity to perform job duties
• Document all customer interactions within the designated Contact Center and CRM platforms
• Identify and escalate complex inquiries (Tier 2 and Tier 3) to appropriate subject matter experts in accordance with agency procedures
• Monitor and support follow-up on escalated tickets, ensuring customers receive updates within two (2) business days when needed
• Maintain performance standards related to call quality, schedule adherence, and customer satisfaction
• Support efforts to reduce call wait times and abandonment rates through efficient and effective call handling
• Contribute ideas and recommendations to improve customer service processes and overall service delivery

Benefits

• Medical, Dental, and Vision (FT Employees working 30+ hours weekly)
• Paid Time Off (PTO)
• Paid Training
• Direct Deposit

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 1-10 employees