Call Center Representative

About the role

Join our dynamic team at BrightKey as a Call Center Representative, where you will play a vital role in delivering exceptional customer service and support. BrightKey serves various non-profit and professional services customers and their members. In this position, you will be the voice of our company, assisting customers with inquiries, resolving issues, and ensuring a seamless experience. Gain experience in a great organization with a 30+ year history of providing industry leading business services! Opportunity for professional growth. We provide a clear career path into leadership and management roles. Consistent and stable work schedule. A great work environment in a professional office setting. You have your own desk, equipment, computer and workspace. A supporting team with years of experience serving our customers that can support you in your professional growth.

Responsibilities

• Serve as the first point of contact for members, handling inbound and outbound calls, emails, and chat inquiries
• Assist members with account management tasks, including updating contact information, processing membership renewals, and resolving billing issues
• Troubleshoot and resolve member concerns promptly, escalating complex issues to the appropriate team as necessary
• Assist customers with reporting services that can include data reporting, financial/budget reporting or other information gathering
• Maintain detailed and accurate records of member interactions in the customer relationship management (CRM) system
• Proactively identify opportunities to enhance the member experience and share feedback with the team
• Ensure compliance with organizational policies, privacy standards, and service level agreements
• Document all customer interactions and update records accurately in the database
• Collaborate with team members to ensure a seamless customer experience
• Identify and escalate priority issues to the appropriate team members or departments

Qualifications

• High school diploma or equivalent; associate or bachelor’s degree preferred
• Prior experience as a professional Call Center Representative, two or more years preferred
• Excellent verbal and written communication skills
• Strong problem-solving abilities and attention to detail
• Ability to handle a high volume of calls and emails with professionalism and efficiency
• Proficient in using computer systems and software applications including MS Office (Outlook and Excel)
• Compassionate and empathetic, with a genuine desire to help others
• Ability to work independently and as part of a team
• Flexible and adaptable to changing priorities and tasks

Skills

• Experience in a professional call center environment
• Excellent customer service skills
• Ability to provide consistent, professional and courteous communications with individuals over the phone, email and via chat services
• Proficiency with Microsoft Word and Excel

Benefits

• Medical, Dental, & Vision Insurance
• Participation in company 401k program
• Paid Time off and 10 paid holidays

Pay

Starting Pay Rate: $18.00 - $20.00 per hour

Schedule

Monday – Friday, First Shift (8:00am - 5:00pm). Location: Annapolis Junction, MD (onsite)