Call Center Representative

Bein \"Ohana\" Agency; Maryland; On-site; USD 25,000 - 28,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

401k program

Paid Time Off

Job summary

BrightKey is seeking a Call Center Representative to deliver exceptional customer service across phone, email, and chat channels. You will be the voice of the company, assisting members with inquiries, updating records, and resolving issues in a timely, professional manner.

The role supports onsite operations in Annapolis Junction, MD and offers a stable schedule with standard business hours. Healthcare, 401k, and paid holidays are provided to eligible employees.

Qualifications

• Experience in a professional call center environment.
• Excellent verbal and written communication skills.
• Ability to provide consistent, professional and courteous communications over phone, email and chat.
• Proficient in MS Word and Excel.

Responsibilities

• Serve as the first point of contact for members via phone, email and chat.
• Assist with account management tasks including updating contact information and renewals.
• Troubleshoot and resolve member concerns; escalate complex issues as needed.
• Assist customers with reporting services and data gathering.
• Maintain detailed CRM records of member interactions.
• Identify opportunities to improve member experience and share feedback.
• Ensure compliance with policies, privacy standards and SLAs.
• Document all customer interactions and update records in the database.
• Collaborate with teammates to ensure a seamless customer experience.
• Elevate priority issues to the appropriate teams.

Skills

Excellent communication

Customer service

Phone & email support

CRM/documentation

Education

High school diploma or equivalent

Associate or bachelor’s degree (preferred)

Tools

MS Word

Excel

Job description

Join our dynamic team at BrightKey as a Call Center Representative, where you will play a vital role in delivering exceptional customer service and support. BrightKey serves various non-profit and professional services customers and their members. In this position, you will be the voice of our company, assisting customers with inquiries, resolving issues, and ensuring a seamless experience.

Schedule, Benefits, & Compensation

• Starting Pay Rate: $18.00 - $20.00 per hour
• Schedule: Monday – Friday, First Shift (8:00am - 5:00pm)
• Location: Annapolis Junction, MD (onsite)
• Medical, Dental, & Vision Insurance
• Participation in company 401k program
• Paid Time off and 10 paid holidays

What BrightKey Offers

• Gain experience in a great organization with a 30+ year history of providing industry leading business services!
• Opportunity for professional growth. We provide a clear career path into leadership and management roles
• Consistent and stable work schedule
• A great work environment in a professional office setting. You have your own desk, equipment, computer and workspace
• A supporting team with years of experience serving our customers that can support you in your professional growth

Ideal Experience to Have

• Experience in a professional call center environment
• Excellent customer service skills
• Ability to provide consistent, professional and courteous communications with individuals over the phone, email and via chat services
• Proficiency with Microsoft Word and Excel

Key Responsibilities of the Call Center Representative

• 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 membership renewals, and resolving billing issues
• Troubleshoot and resolve member concerns promptly, escalating complex issues to the appropriate team as necessary
• Asist customers with reporting services that can include data reporting, financial/budget reporting or other information gathering
• 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 elevate priority issues to the appropriate team members or departments

Qualifications for the Call Center Representative Position

• High school diploma or equivalent; associate or bachelor’s degree preferred
• Prior experience as a professional Call Center Representative, two or more years preferred
• 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.

BrightKey is dedicated to being an organization where all employees are treated with dignity and respect. We expect all our employees to maintain a workplace free from harassment and discrimination. Our focus is on merit-based standards in all hiring, promoting, performance evaluations and employment decisions. We strive to be a workplace where individuals of all backgrounds can succeed and thrive, regardless of race, religion, national origin, gender, sexual orientation, age, marital status, veteran, or disability status.