Call Center Representative
Sivadconsulting, Annapolis, MD, United States
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
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 elevate 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.
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Monday through Friday, 8:00 AM – 5:00 PM
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 elevate 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.
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