Call Center Representative

Job Description

Job Description

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)
• Location: Annapolis Junction, MD (onsite)
• Medical, Dental, & Vision Insurance
• Participation in company 401k program
• Paid Time off and 10 paid holidays

• Stability : over 30 successful years in business
• Opportunity for Growth : BrightKey has multiple lines of business with a wide array of career paths available and offers professional development opportunities
• Positive Work Environment : high level of employee engagement and a work/life balance through set schedules, no nights or weekends required (unless otherwise noted)
• Benefits : a variety of medical insurance plans plus paid holidays and time off, and a 401k retirement program

• 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

• 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.
• Asist 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 escalate priority issues to the appropriate team members or departments.

• 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 efficiency.
• Proficient 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.​