Call Center Representative

Rocs, Inc.; Arlington (VA); Hybrid; USD 10,000 - 60,000; Full time

Job summary

A leading nonprofit is seeking a Customer Service Representative to manage inbound calls and provide exceptional customer service. The role necessitates excellent communication skills and ensures compliance with program policies while supporting military families through childcare challenges. This position operates in a hybrid model and emphasizes interpersonal skills within a high-energy team environment.

Qualifications

• Must complete a satisfactory background check.
• Experience handling an average of 35+ inbound calls per day.
• Demonstrated ability to work effectively on teams.

Responsibilities

• Answer all incoming telephone calls and email inquiries.
• Determine applicant eligibility according to program policies.
• Document customer conversations in a call tracking system.

Skills

Customer service skills

Communication

Conflict resolution

Interpersonal skills

Education

Bachelor's degree or relevant experience

Tools

Microsoft Office

Job description

Why You Want To Work Here:

We are a leading nonprofit with a mission to offer comprehensive training to industry professionals, advance groundbreaking research, and advocate for policies that positively impact the lives of children and families across the nation. In this position we seek a highly personable and organized individual to manager inbound phone calls while providing top notch customer service.

Responsibilities of the Customer Service Representative:

• Answer all incoming telephone calls and email inquiries
• Answer inquiries and provide information, provide exceptional customer service support in navigating program policies and procedures
• Determine applicant eligibility according to program policies
• Coordinate responses with the appropriate personnel if customer requires an escalated level of support
• Clearly document all customer conversations in call tracking system
• Maintain respectful, professional working relationship with program participants
• Maintain high-ethical standards including maintaining strict confidentiality
• Perform other duties as assigned

Qualifications of the Customer Service Representative:

• Completed bachelor's degree or relevant experience
• Excellent customer service skills
• Good communication skills (oral, written, and listening)
• Conflict resolution skills
• Must be able to interact positively and cooperatively with individuals at all levels over the phone
• This position requires completion of a satisfactory background check

Desired Qualifications for Customer Service Representative:

• Experience handling an average of 35+ inbound calls per day
• Experience working with Microsoft Office
• Strong interpersonal skills with demonstrated ability to work effectively on teams
• Demonstrated ability to remain poised under pressure

• A lot is changing for child care providers & families around the country with closing & reopening of childcare centers as well as the unknown of the fall & going back to school. This team is directly supporting the providers & families through all of these changes. Managers say productivity & morale is at an all time high with this team right now.

• Helping military families to reduce the stress of military life by talking to military families about child care and whether they qualify for subsidies

Fulltime, Hybrid

$20/hr