Contact Center Representative Overview • The Contact Center Representative will deliver exceptional service to constituents via phone, email, and written correspondence. • Ensure empathetic and efficient communication while addressing inquiries and resolving issues promptly. • Maintain comprehensive knowledge of systems, processes, and documentation to provide accurate information. • Support high call volume environments with professionalism and attention to detail. • Collaborate with team members and supervisors to enhance service delivery. • Adhere to strict punctuality and attendance policies to ensure consistent service quality. • Contribute to special projects and administrative tasks as assigned by management. • Opportunity to transition to telework eligibility upon conversion to permanent employment. Contact Center Representative Key Responsibilities & Duties • Answer and document incoming calls in the system of record while providing accurate information. • Monitor call queues and respond to emails and messages promptly. • Route calls to appropriate departments and upload requested documents to the benefits portal. • Prepare participant packages and process returned mail and address changes. • Perform front desk duties, greeting visitors and managing inquiries effectively. • Collaborate with supervisors to ensure adherence to performance standards. • Create approval letters and assist with employer indexing tasks. • Participate in special projects and contribute to team objectives. Contact Center Representative Job Requirements • High school diploma or GED required; Bachelor’s degree preferred. • Minimum of 2 years of call center experience; 3 years preferred. • Proficiency in handling high call volumes with clear and concise communication. • Bilingual candidates are preferred for enhanced service capabilities. • Strong attention to detail and ability to multitask effectively. • Ability to pass background and drug screenings within 48 hours of offer acceptance. • Commitment to punctuality and professional presentation during interviews and assessments. • Knowledge of NEBF/NEAP systems and processes is advantageous.