Contact Center Representative

ROCS Grad Staffing; Rockville (MD); On-site; USD 33,000 - 39,000; Full time

Job summary

ROCS Grad Staffing in Rockville, MD is seeking a Call Center Representative to be the first point of contact for customers via phone, email, or chat. You will address inquiries, resolve complaints, and process orders with accuracy.

This full-time onsite temporary role is expected to last through April 2027. You will use CRM software to log interactions and maintain high customer satisfaction while meeting performance metrics.

Qualifications

• High school diploma or equivalent required; Associate's degree preferred.
• Proven customer service experience, ideally in a call center.
• Strong verbal and written communication skills.

Responsibilities

• Answer incoming calls and respond to customer inquiries promptly.
• Provide accurate information about products, services, and policies.
• Resolve customer complaints in a calm, professional manner.
• Assist with order placement, cancellations, returns, and other requests.
• Document interactions and follow-up actions in the CRM system.
• Meet or exceed performance metrics such as call handling time and CSAT.

Skills

Customer service experience

Excellent communication skills

Multitasking

Problem-solving

Patience under pressure

Flexibility with shifts

Education

High school diploma or equivalent

Associate's degree preferred

Tools

CRM software

Call center software

Job description

Why You Want to Work Here:

As a Call Center Representative, you will serve as the first point of contact for customers, providing exceptional customer service through phone, email, or chat. You will be responsible for addressing inquiries, resolving complaints, processing orders, and providing information about the company’s products and services.

Key Responsibilities:

• Answer incoming calls and respond to customer inquiries efficiently and professionally.


• Provide accurate information regarding products, services, and policies.


• Handle and resolve customer complaints in a calm and professional manner.


• Assist with order placement, cancellations, returns, and other customer requests.


• Escalate unresolved issues to the appropriate department or supervisor.


• Document customer interactions, transactions, and follow-up actions.


• Maintain a high level of customer satisfaction by providing timely responses and support.


• Meet or exceed performance metrics, such as call handling time and customer satisfaction scores.


• Stay updated on product and service knowledge to offer the best solutions to customers.

Requirements:

• High school diploma or equivalent; Associate's degree preferred.


• Proven customer service experience, preferably in a call center environment.


• Strong communication skills, both verbal and written.


• Proficiency in using call center software and CRM systems.


• Ability to multitask and handle high call volumes efficiently.


• Problem-solving skills and attention to detail.


• Patience and the ability to remain calm under pressure.


• Flexibility to work shifts, including evenings, weekends, and holidays, as needed.

Preferred Skills:

• Bilingual abilities (if applicable to the customer base).


• Experience with specific CRM or telephony systems.


• Prior experience in the same industry (e.g., tech support, healthcare, retail).

Full-time, Onsite, Temporary (expected to last through April 2027)

$24-28/hr