Contact Center Rep - Government Contracts - Great Pay and Benefits!

Aspira•Frostburg, MD

4h•$15 - $18•Onsite

About The Position

RA CCS, LLC’s Federal Contact Center handles sensitive federal contract communications through phone, live chat, email, fax, and virtual assistance. The Participant Services Representative handles inbound and outbound calls across multiple queues and guides customers through inquiries, transactions, and services while providing fast, accurate, secure, and professional support. The role is expected to meet service-level agreements (SLAs), individual and department key performance indicators (KPIs), quality standards, and established procedures. This is an on-site position in Frostburg, Maryland, or Dallas, Texas. After six months of high performance, employees may be able to work from home. The stated schedule is 9:30 a.m.–6:00 p.m. Eastern Time (8:30 a.m.–5:00 p.m. Central Time), Monday through Friday. Pay is $15.00–$17.50. Applicants must be U.S. citizens due to contractual requirements. Candidates may be required to complete identity verification through Checkr as part of the hiring process.

Requirements

U.S. citizenship is required due to contractual requirements.
High school diploma.
One to two years of call-center experience.
Two to three years of customer-facing customer-service experience.
Ability to provide courteous, professional, friendly, and empathetic customer service while remaining calm and composed.
Ability to listen attentively, build rapport, answer questions, and solve customer problems.
Attention to detail, integrity, and genuine care for callers and their needs.
Ability to communicate and document efficiently and follow company scripts and procedures.
Ability to type more than 50 words per minute.
Ability to use computer resources, online applications, portals, company software, and telecommunications tools.
Ability to speak clearly and pleasantly, with comprehensible tone and enunciation.
Basic familiarity with Microsoft Office applications for email, presentations, and related office tasks.
General internet skills, including the ability to access and use various websites.

Nice To Haves

Associate degree preferred.
Previous experience with Salesforce and Nice-inContact is beneficial.
Familiarity with call-center software such as Salesforce, Nice-inContact, or Genesys.

Responsibilities

Respond to inbound and outbound calls, chats, faxes, emails, and active tickets using professional telephone etiquette and established processes.
Provide information and resolve or escalate inquiries in compliance with company policies and position standards.
Clarify, research, locate, and process requested information.
Resolve problems by researching issues, considering alternative solutions, implementing solutions, and escalating unresolved matters.
Fulfill requests by clarifying the information needed, completing transactions, and forwarding requests as appropriate.
Independently follow work instructions in a call-center environment to promptly address customer inquiries, complaints, and needs.
Transfer misdirected callers to the appropriate parties using correct transfer procedures.
Seek management assistance, guidance, or decisions when needed to help callers.
Document calls according to call-type standards and accurately update customer accounts and system information.
Meet individual KPIs and quality-assurance standards while supporting department KPIs, SLAs, and service goals.
Complete assigned company training and coaching within a reasonable timeframe.
Follow company procedures, employee handbook policies, and call-center policies, including attendance and standards of conduct.
Communicate appropriately with coworkers during shifts and hand off work or notify management of queue or client needs at shift end.
Support department goals through teamwork and high-quality customer service.
Perform other duties as assigned.
Communicate efficiently, follow verbal scripts, and ensure required information, escalations, and follow-ups are handled.
Take ownership and accountability for customer interactions and ensure work is properly handed off at shift end.