Call Center Representative

Call Center Representative – Remote (Contingent Hire)

(initial onboarding/training may be based in Annapolis, MD)
Schedule: Monday through Friday, 8:00 AM – 5:00 PM

Salary range:  $18.00 to $20.00 (Based on experience)

Overview

Seeking professional and customer-focused Call Center Representatives to support a state government call center. In this role, you will serve as the first point of contact for constituents, handling inbound inquiries, providing accurate information, and ensuring a high level of service in a fast-paced, high-volume environment.

This position requires strong communication skills, attention to detail, and the ability to follow established procedures while delivering a positive customer experience.

Responsibilities

• Handle inbound calls as the first point of contact (Tier 1 support) for the client

• Provide accurate, clear, and consistent information using approved scripts, knowledge bases, and CRM systems
• Utilize assigned Comptroller-issued equipment, systems, and secure connectivity to perform job duties
• Document all customer interactions within the designated Contact Center and CRM platforms
• Identify and escalate complex inquiries (Tier 2 and Tier 3) to appropriate subject matter experts in accordance with agency procedures
• Monitor and support follow-up on escalated tickets, ensuring customers receive updates within two (2) business days when needed
• Maintain performance standards related to call quality, schedule adherence, and customer satisfaction
• Support efforts to reduce call wait times and abandonment rates through efficient and effective call handling
• Contribute ideas and recommendations to improve customer service processes and overall service delivery

What You Need

• 1+ year of experience in a call center, customer service, or help desk environment

• Strong verbal communication and active listening skills
• Ability to manage high call volumes while maintaining professionalism and accuracy
• Comfortable working with multiple systems, including CRM and contact center platforms
• Strong attention to detail and ability to follow structured processes and scripts
• Reliable attendance and ability to work a consistent schedule
• Ability to handle sensitive information with confidentiality and professionalism

Preferred (Nice to Have)

• Experience supporting government agencies or public sector programs
• Multilingual capabilities
• Experience with ticketing systems, CRM platforms, or contact center technologies

Requirements

Selected candidates must successfully pass a background check before starting employment.