We have an outstanding Contract to Hire position for a Contact Center Services Representative to join a leading Company located in the Rockville, MD surrounding area.
Pay Rate: $28.72 - 31.94
The representative will ensure that all applicants, recipients, spouses, attorneys, or other member representatives receive extraordinary service when he or she is communicating via phone, fax, written correspondence, or email. The representative may contact the recipient by phone or mail and in each communication provide empathetic and efficient service.
Job Responsibilities:  Answer incoming phone callsDocument phone calls in SharepointProvide information to callers from Sharepoint and 2200Navigate and provide accurate information regarding websitesMonitor incoming calls and calls waiting via TaskeReceive and respond to incoming emails from websitesPick up and handle messages from NightlineRoute calls to appropriate individual or department when necessarySend a fax via RightFax when requested by the callerPrint 1099R's Statements when requested by the callerPerform special projects as requested by managementCreate Binbook letters related to phone callsEmployer IndexingProcess returned mail from various mailingsInput change of address in the 2200Enter new participant information in the 2200Prepare new participant packagesCalculate estimates using the Expert System
Basic Hiring CriteriaAccuracy - strive for the highest level of accuracy possible from the tools used and processes performedAdministrative - manage the workload assigned and inform the supervisor of the status of work assignedAnalytical - able to analyze status requests, applications, and inquiries received in written form or verballyCommunication - able to effectively and politely communicate with participants, other teammembers and the supervisor via the telephone, in person, or in written correspondenceCreativity - able to find a solution to a participant's issueCustomer Service - possess a true service-centered approach to the workDependability - ensure that attendance and timely arrival support the achievement of the team's goals Flexibility - take direction with a minimal amount of disruptionInitiative/Motivation - demonstrate initiative in meeting team goals and show motivation towards service for participants and for team members. Follow up on outstanding contacts and issues with little guidanceJudgment/Maturity - exercise good judgment and act in a mature manner while performing tasks assignedExercise maturity when in contact with the outside community regardless of external behavior. Determine quickly when a person contacting is a risk to himself/herself or othersKnowledge - possess knowledge of the processes performed by the team. Know and implement proper procedures when in contact with a hostile or threatening party either by phone or written correspondenceMath - compute all necessary numbers for processes performedProblem Solving - solve day to day problems and determine when these problems need to be escalated to the supervisor levelTeamwork - work as a member of the teamTechnical skills - perform all processes required of the teamOther - develop new skills as required  Benefits offered vary by contract. Depending on your temorary assignment, benefits may include direct deposit, free career counseling services, 401(k), select paid holidays, short-term disability insurance, skills training, employee referral bonus, and affordable medical coverage plan, and DailyPay (in some locations). For a full description of benefits available to you, be sure to talk with your recruiter.