Call Center Representative
Bein "Ohana" Agency, Baltimore, MD, United States
Join our dynamic team at
BrightKey
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)
Medical, Dental, & Vision Insurance
Participation in company 401k program
Paid Time off and 10 paid holidays
What BrightKey Offers
Gain experience in a great organization with a 30+ year history of providing industry leading business services!
Opportunity for professional growth. We provide a clear career path into leadership and management roles
Consistent and stable work schedule
A great work environment in a professional office setting. You have your own desk, equipment, computer and workspace
A supporting team with years of experience serving our customers that can support you in your professional growth
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
Assist 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 elevate 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 efficiencyProficient 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.
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BrightKey
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)
Medical, Dental, & Vision Insurance
Participation in company 401k program
Paid Time off and 10 paid holidays
What BrightKey Offers
Gain experience in a great organization with a 30+ year history of providing industry leading business services!
Opportunity for professional growth. We provide a clear career path into leadership and management roles
Consistent and stable work schedule
A great work environment in a professional office setting. You have your own desk, equipment, computer and workspace
A supporting team with years of experience serving our customers that can support you in your professional growth
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
Assist 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 elevate 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 efficiencyProficient 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.
#J-18808-Ljbffr