Contact Center Rep - Government Contracts - Great Pay and Benefits!

About the role

Aspira’s Federal Contact Center handles sensitive federal contract communications daily, connecting with customers via phone, live chat, email, and virtual assistance to deliver fast, accurate, and secure support. As a Participant Services Representative you will field inbound and outbound calls across multiple queues, guide customers through inquiries, transactions, and services, and meet SLAs and KPIs with the professionalism federal partners expect.

Schedule

Monday – Friday, 9:00 am – 5:30 pm EST (8:00 am – 4:30 pm CST). After six months of high performance the position may transition to work‑from‑home.

Pay

$15.00 – $17.50 per hour.

Requirements

• U.S. citizenship (required by contract).
• High School Diploma; Associate degree preferred.
• 1–2 years of call‑center experience.
• 2–3 years of customer‑facing service experience.
• Typing speed greater than 50 wpm.
• Proficiency with Microsoft Office (Word, Outlook, Excel, PowerPoint).
• Familiarity with call‑center software such as Salesforce, Nice‑inContact, or Genesys is beneficial.
• General internet navigation skills.

Responsibilities

• Respond to inbound and outbound calls, electronic chat, fax, emails, and active tickets with pleasant telephone etiquette.
• Provide inquiry resolution, escalation, and present solutions in compliance with company policies.
• Clarify, research, locate, or process information to answer customer inquiries.
• Resolve problems by exploring answers, implementing solutions, and escalating unresolved issues.
• Fulfill requests by completing transactions and forwarding requests as needed.
• Follow work instructions independently to resolve customer inquiries, complaints, and needs promptly.
• Transfer misdirected callers to appropriate parties using correct transfer processes.
• Seek assistance or decision‑making from management when required.
• Document all calls in compliance with documentation standards.
• Accurately update caller or customer accounts and system information.
• Achieve individual KPIs and quality‑assurance standards while supporting department goals.
• Complete all assigned company training and coaching within a reasonable timeframe.
• Maintain knowledge of company procedures, employee handbook policies, and call‑center standards (attendance, conduct, etc.).
• Communicate effectively with co‑workers during shifts, hand off work, and notify management of queue or client needs at shift end.
• Support department goals through teamwork and best‑in‑class customer service.
• Perform additional duties as assigned to support the Federal Contact Center.

Desired competencies

• Microsoft Suites – basic level proficiency for email, presentations, and general office tasks.
• Call‑center software experience: Salesforce, Nice‑inContact, Genesys.
• General internet skills, including the ability to access and utilize various websites.