Contact Center Services Representative

TAD PGS, Inc. • Rockville, MD • 2d ago

We have an outstanding Contract to Hire position for a ContactCenter Services Representative to join a leading Company located in the Rockville, MDsurrounding 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 temorary assignment, benefits may include direct deposit, free career counseling services, 401(k), select paid holidays, short-term disability insurance, skills training, employee referral bonus, and affordable medical coverage plan, and DailyPay (in some locations). For a full description of benefits available to you, be sure to talk with your recruiter.

VEVRAA Federal Contractor / Request Priority Protected Veteran Referrals / Equal Opportunity Employer / Veterans / Disabled

To read our Candidate Privacy Information Statement, which explains how we will use your information, please visithttp://www.tadpgs.com/candidate-privacy/orhttps://pdsdefense.com/candidate-privacy/

The Company will consider qualified applicants with arrest and conviction records in accordance with federal, state, and local laws and/or security clearance requirements, including, as applicable:

The California Fair Chance Act

Los Angeles City Fair Chance Ordinance

Los Angeles County Fair Chance Ordinance for Employers

San Francisco Fair Chance Ordinance

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