Contact Center Services Representative

NRI Staffing | Rockville, MD

Posted Date 7/29/2020

SUMMARY – The representative will ensure that all applicants, recipients, spouses, attorneys, or
other member representatives receive extraordinary service when he or she is communicating with
the client 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.

? Answer incoming phone calls
? Document phone calls in Sharepoint
? Provide information to callers from Sharepoint and 2200
? Navigate and provide accurate information regarding the NEBF and NEAP websites
? Monitor incoming calls and calls waiting via Taske
? Receive and respond to incoming emails from NEBF and NEAP websites
? Pick up and handle messages from Nightline
? Route calls to appropriate individual or department when necessary
? Send a fax via RightFax when requested by the caller
? Print 1099R’s and NEAP Statements when requested by the caller
? Perform special projects as requested by management

? Create Binbook letters related to phone calls
? Employer Indexing
? Process returned mail from various mailings
? Input change of address in the 2200
? Enter new participant information in the 2200
? Prepare new participant packages
? Calculate estimates using the Expert System

Personal computer, keyboard, multi-line telephone, electronic
calculator, printer/copy machine, RightFax

Ability to handle a high volume of telephone calls with an
average daily talk time not to exceed 4 minutes (240 seconds)
overall accurately, efficiently and courteously


Standard office conditions with overhead fluorescent lighting,

68-75 degree air temperature


35 hours per week, with ½ or 1 hour unpaid lunch


Knowledge, skills and general abilities:
? Accuracy – strive for the highest level of accuracy possible from the tools used and processes
? Administrative – manage the workload assigned and inform the supervisor of the status of
work assigned
? Analytical – able to analyze status requests, applications, and inquiries received in written form
or verbally
? Communication – able to effectively and politely communicate with participants, other team
members and the supervisor via the telephone, in person, or in written correspondence
? Creativity – able to find a solution to a participant’s issue
? Customer Service – possess a true service-centered approach to the work
? Dependability – ensure that attendance and timely arrival support the achievement of the
team’s goals
? Flexibility – take direction with a minimal amount of disruption
? Initiative/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 guidance.
? Judgment/Maturity - exercise good judgment and act in a mature manner while performing
tasks assigned. Exercise maturity when in contact with the outside community regardless of
external behavior. Determine quickly when a person contacting NEBF is a risk to
himself/herself or others.
? Knowledge – 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 correspondence.
? Math – compute all necessary numbers for processes performed
? Problem Solving – solve day to day problems and determine when these problems need to be
escalated to the supervisor level
? Teamwork – work as a member of the team
? Technical skills – perform all processes required of the team
? Other – develop new skills as required

Salary15.00 Hour

Share this job