Description We are looking for an experienced Customer Service Representative II to join our team in Baltimore, Maryland. In this role, you will provide exceptional support to customers by addressing inquiries, resolving issues, and ensuring a positive experience. This is a long-term contract position, offering an excellent opportunity for professionals with a background in customer service and call center operations. Responsibilities: • Respond promptly to inbound customer calls, addressing inquiries and resolving issues with professionalism. • Utilize customer service software and CRM tools to document interactions and manage customer accounts. • Provide detailed information about company products, services, and benefit functions to assist customers effectively. • Follow Fair Housing Law and Low-Income Tax Credit Housing (LITCH) guidelines when addressing relevant customer concerns. • Collaborate with team members to ensure timely and accurate resolution of customer issues. • Monitor and manage call volumes using Avaya CMS to maintain service level agreements. • Use ADP Financial Services tools to process customer transactions and updates accurately. • Educate customers on available resources, ensuring they have the tools needed for self-service when appropriate. • Maintain up-to-date knowledge of internal processes and industry regulations to deliver accurate information. • Continuously seek opportunities to improve the customer experience by identifying areas for process enhancement. Requirements • At least 1 year of experience in customer service or call center operations. • Proficiency in using CRM systems and customer service software. • Familiarity with Avaya CMS and ADP Financial Services tools. • Strong knowledge of Fair Housing Law and Low-Income Tax Credit Housing (LITCH). • Excellent verbal and written communication skills. • Ability to handle a high volume of calls while maintaining professionalism and accuracy. • Strong problem-solving skills and a customer-focused mindset. • Proficiency in using various computer programs to manage and document customer interactions. TalentMatch® Robert Half is the world’s first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles. Robert Half works to put you in the best position to succeed. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity - whenever you choose - even on the go. Download the Robert Half app (https://www.roberthalf.com/us/en/mobile-app) and get 1-tap apply, notifications of AI-matched jobs, and much more. All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit roberthalf.gobenefits.net for more information. © 2025 Robert Half. An Equal Opportunity Employer. M/F/Disability/Veterans. By clicking “Apply Now,” you’re agreeing to Robert Half’s Terms of Use (https://www.roberthalf.com/us/en/terms) .