BrightKey represents world-class organizations. Join our dynamic team 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. ​ Schedule, Benefits, & Compensation: • Starting Pay Rate: $18.00 - $20.00 per hour • Schedule: Monday – Friday, First Shift (8:00am - 5:00pm) • Location: Annapolis Junction, MD (onsite) • Medical, Dental, & Vision Insurance • Participation in company 401k program • Paid Time off and 10 paid holidays What BrightKey Offers: • Stability: over 30 successful years in business • Opportunity for Growth: BrightKey has multiple lines of business with a wide array of career paths available and offers professional development opportunities • Positive Work Environment: high level of employee engagement and a work/life balance through set schedules, no nights or weekends required (unless otherwise noted) • Benefits: a variety of medical insurance plans plus paid holidays and time off, and a 401k retirement program Ideal Experience to Have: • 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 Key Responsibilities of the Call Center Representative: • 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. • Asist 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 for the Call Center Representative Position: • 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.​ BrightKey is dedicated to being an organization where all employees are treated with dignity and respect. We expect all our employees to maintain a workplace free from harassment and discrimination. Our focus is on merit-based standards in all hiring, promoting, performance evaluations and employment decisions. We strive to be a workplace where individuals of all backgrounds can succeed and thrive, regardless of race, religion, national origin, gender, sexual orientation, age, marital status, veteran, or disability status. CSP-110526 Call Center Representative Customer Service Call Center​