Job Description

We have an outstanding Contract to Hire position for a Contact Center Services Representative to join a leading Company located in theRockville, MD surrounding area.

Pay Rate: $28.72 - 31.94

The representative will ensure that all applicants, recipients, spouses, attorneys, or other member representatives receive extraordinary service when he or she is communicating via phone, fax, written correspondence, or email. The representative may contact the recipient by phone or mail and in each communication provide empathetic and efficient service.

Job Responsibilities:  

• Answer incoming phone calls
• Document phone calls in Sharepoint
• Provide information to callers from Sharepoint and 2200
• Navigate and provide accurate information regarding websites
• Monitor incoming calls and calls waiting via Taske
• Receive and respond to incoming emails from websites
• Pick up and handle messages from Nightline
• Route calls to appropriate individual or department when necessary
• Send a fax via RightFax when requested by the caller
• Print 1099R's Statements when requested by the caller
• Perform special projects as requested by management
• Create Binbook letters related to phone calls
• Employer Indexing
• Process returned mail from various mailings
• Input change of address in the 2200
• Enter new participant information in the 2200
• Prepare new participant packages
• Calculate estimates using the Expert System

Basic Hiring Criteria

• Accuracy - strive for the highest level of accuracy possible from the tools used and processes performed
• Administrative - manage the workload assigned and inform the supervisor of the status of work assigned
• Analytical - able to analyze status requests, applications, and inquiries received in written form or verbally
• Communication - able to effectively and politely communicate with participants, other team
• members and the supervisor via the telephone, in person, or in written correspondence
• Creativity - able to find a solution to a participant's issue
• Customer Service - possess a true service-centered approach to the work
• Dependability - ensure that attendance and timely arrival support the achievement of the team's goals 
• Flexibility - take direction with a minimal amount of disruption
• Initiative/Motivation - demonstrate initiative in meeting team goals and show motivation towards service for participants and for team members. Follow up on outstanding contacts and issues with little guidance
• Judgment/Maturity - exercise good judgment and act in a mature manner while performing tasks assigned
• Exercise maturity when in contact with the outside community regardless of external behavior. Determine quickly when a person contacting is a risk to himself/herself or others
• Knowledge - possess knowledge of the processes performed by the team. Know and implement proper procedures when in contact with a hostile or threatening party either by phone or written correspondence
• Math - compute all necessary numbers for processes performed
• Problem Solving - solve day to day problems and determine when these problems need to be escalated to the supervisor level
• Teamwork - work as a member of the team
• Technical skills - perform all processes required of the team
• Other - develop new skills as required

Benefits offered vary by contract. Depending on your temoraryassignment, benefits may include direct deposit, free career counseling services, 401(k), select paid holidays, short-term disability insurance, skills training, employee referral bonus, and affordablemedical coverage plan, and DailyPay (in some locations). For a full description of benefits available to you, be sure to talk with your recruiter.

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