Call Center Representative

Duties and Responsibilities

• Respond to inbound calls and other customer inquiries professionally and promptly.
• Provide accurate information regarding program services, application procedures, documentation requirements, and general guidelines.
• Absorb customers with navigating program processes and understanding their next steps.
• Review available account or application information and provide appropriate status updates.
• Accurately document customer interactions, questions, and resolutions in designated systems.
• Follow approved scripts, procedures, escalation protocols, and quality standards.
• Identify questions or issues requiring additional assistance and escalate them appropriately.
• Maintain confidentiality and protect customers’ personal and sensitive information.
• Meet established expectations for attendance, call quality, productivity, documentation, and customer service.
• Participate in required training, coaching sessions, team meetings, and program updates.
• Adapt to changes in call volume, program procedures, and seasonal staffing needs.
• Perform additional job-related duties as assigned.

Requirements

• A high school diploma or equivalent.
• Previous customer service, call center, administrative, or public-facing experience preferred.
• Ability to consistently work all assigned hours and complete required training according to a Pacific Time schedule.
• Strong verbal and written communication skills.
• Ability to communicate with empathy, patience, and professionalism.
• Comfortable working with computers, web-based systems, and multiple applications simultaneously.
• Strong attention to detail and the ability to document information accurately.
• Ability to follow established procedures and explain information clearly.
• Dependable attendance and punctuality.
• Ability to work independently in a remote environment while remaining engaged with the team.
• Reliable high-speed internet and a quiet, secure workspace suitable for handling confidential information.
• Experience supporting high-volume customer service operations, government programs, human services, or public assistance programs is preferred but not required.

Physical Requirements & Environmental Conditions

• An employee must meet these physical demands to successfully perform the essential functions of this job.
• Employee is regularly required to talk or hear, sit, stand, and utilize technology tools such as a laptop computer for extended periods of time.
• Specific vision abilities include close vision and the ability to adjust focus.
• This position requires the ability to occasionally lift up to 20 lbs.