Call Center Representative

About the role

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.