Contact Center Representative

Duration: 6+ months contract

Job Description:

• The Contact Center Representative will provide exceptional customer service and support to active and inactive members, retirees, and beneficiaries. The ideal candidate is customer-focused, professional, detail-oriented, and able to effectively resolve inquiries in a fast-paced environment.
• Training: A comprehensive 6-8 week onsite training program will be provided to ensure candidates are fully prepared for the role.

Responsibilities:

• Answer service center calls and respond to member questions through phone, email, and chat.
• Review existing and historical information in internal systems to provide accurate responses.
• Resolve member inquiries and requests on the first contact whenever possible.
• Research issues, determine appropriate solutions, and clearly communicate resolutions.
• Handle difficult or emotional customer situations with professionalism and empathy.
• Work collaboratively with the team to minimize hold times, callbacks, and escalations.
• Maintain confidentiality when handling sensitive member information.
• Perform other duties as assigned.

Required Experience:

• Customer service experience in a contact center, benefits/member services, retail, sales, or similar environment.
• Excellent verbal and written communication skills.
• Strong interpersonal, organizational, and problem-solving skills.
• Ability to handle difficult or sensitive customer situations professionally.
• Strong attention to detail and ability to manage multiple priorities.
• Proficiency with Microsoft Office and contact center/Automatic Call Distribution (ACD) systems.
• Ability to handle confidential information with discretion.

Desired:

• Experience working with member benefits, retirement, or similar customer service programs.

Skillsets:

• Call Center/Contact Center
• Customer Service
• Microsoft Office

Education:

• Associate's or Bachelor's degree preferred.

About US Tech Solutions:
US Tech Solutions is a global staff augmentation firm providing a wide range of talent on-demand and total workforce solutions. To know more about US Tech Solutions, please visit .
US Tech Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

AI Statement: By applying, you acknowledge that AI-assisted tools may be used during hiring.