Call Center Representative

Latitudeinc; Rockville (MD); On-site; USD 36,000 - 48,000; Full time

Benefits offered by this job

Competitive pay and benefits

Job summary

Latitudeinc is seeking a Contact Center Representative to join its member services team. You’ll be the first point of contact for participants, spouses, attorneys, and representatives, delivering clear, empathetic, and accurate support via phone, email, and written correspondence.

This is a high-volume inbound call environment, ideal for individuals who thrive on helping others, communicating clearly, and maintaining attention to detail in a fast-paced setting.

Qualifications

• 1+ year of call center or high-volume phone experience required.
• Strong customer service skills with a clear, professional, and friendly phone voice.
• Excellent attention to detail and documentation accuracy.
• Ability to manage multiple tasks while maintaining a positive, service-oriented attitude.
• Strong communication skills, both verbal and written.
• Bilingual abilities are a plus, but not required.
• Proficiency with basic office equipment and computer systems.

Responsibilities

• Answer inbound calls promptly and professionally, delivering accurate information and excellent customer service.
• Document call activity and inquiries using internal systems.
• Provide information from internal knowledge bases and tools to address participant questions.
• Navigate organizational websites to support callers in real-time.
• Monitor call queues and ensure timely responses.
• Receive and respond to emails from participants and representatives.
• Route calls and inquiries to appropriate teams when necessary.
• Print and mail requested documents, such as statements and tax forms.
• Perform special projects and administrative tasks as needed.

Skills

Call center experience

Customer service

Attention to detail

Multi-tasking

Verbal & written communication

Bilingual (plus)

Office equipment & systems

Job description

Contact Center Representative

A well-established organization is seeking a Contact Center Representative to join its high-performing member services team. In this role, you’ll be the first point of contact for participants, spouses, attorneys, and representatives—delivering clear, empathetic, and accurate support via phone, email, and written correspondence.

This is a high-volume inbound call environment, ideal for individuals who thrive on helping others, communicating clearly, and maintaining attention to detail in a fast-paced setting.

Key Responsibilities

• Answer inbound calls promptly and professionally, delivering accurate information and excellent customer service.
• Document call activity and inquiries using internal systems.
• Provide information from internal knowledge bases and tools to address participant questions.
• Navigate organizational websites to support callers in real-time.
• Monitor call queues and ensure timely responses.
• Receive and respond to emails from participants and representatives.
• Route calls and inquiries to appropriate teams when necessary.
• Print and mail requested documents, such as statements and tax forms.
• Perform special projects and administrative tasks as needed.

Qualifications

• 1+ year of call center or high-volume phone experience required.
• Strong customer service skills with a clear, professional, and friendly phone voice.
• Excellent attention to detail and documentation accuracy.
• Ability to manage multiple tasks while maintaining a positive, service-oriented attitude.
• Strong communication skills, both verbal and written.
• Bilingual abilities are a plus, but not required.
• Proficiency with basic office equipment and computer systems.

Why Join

• Work with a collaborative and supportive team that values service excellence.
• Gain experience in a structured, mission-driven environment.
• Opportunities for professional development and internal growth.
• Competitive pay and benefits package.