Customer Service Representative

Customer Service Representative – Call Center

Location: Rockville, MD

Schedule: Full-Time

Status: Non-Exempt

Our client is seeking dependable and customer-focused professionals to join their team as a Customer Service Representative – Call Center . This position is ideal for individuals who thrive in a structured, fast-paced environment and are passionate about delivering exceptional customer support.

The ideal candidate is professional, detail-oriented, empathetic, and able to manage a high volume of inbound interactions while maintaining accuracy and efficiency.

Important Work Environment Details:

This is a highly structured call center environment where:

• Employees must be logged in and ready to begin work at their scheduled start time each day
• Attendance, productivity, and performance metrics are closely monitored
• Consistent attendance and reliability are essential to success in this role
• The work environment can be repetitive and fast-paced, and requires strong focus throughout the day

Training Program:

Training is comprehensive and mandatory and is expected to last approximately 6–8 weeks.

During training and onboarding:

• Attendance is mandatory with limited flexibility for time off
• Employees are expected to remain attentive, engaged, and professional at all times
• Use of phones, multitasking, or disengagement during training sessions is not permitted

Responsibilities:

• Provide professional and empathetic customer service via phone, email, and written correspondence
• Respond to inquiries regarding accounts, forms, eligibility, claims, and general support needs
• Research and resolve customer issues accurately and efficiently
• Document customer interactions thoroughly within internal systems
• Escalate complex concerns to the appropriate departments as needed
• Process forms and complete administrative support tasks
• Navigate multiple systems while managing a high volume of calls and inquiries
• Maintain confidentiality and professionalism in all interactions
• Assist with special projects and additional duties as assigned

Qualifications:

• 1+ year of customer service or call center experience preferred
• High School Diploma required
• Minimum typing speed of 40 WPM
• Strong written and verbal communication skills
• Excellent attention to detail and organizational skills
• Ability to work in a structured, metrics-driven environment
• Comfortable handling repetitive tasks while maintaining professionalism and accuracy
• Demonstrated dependability, accountability, and strong work ethic
• Ability to learn new systems and processes quickly
• Passion for helping others and providing excellent customer service

This Role Is a Great Fit for Someone Who:

• Has strong personal discipline and daily routines
• Takes pride in reliability and consistency
• Thrives in a structured and performance-driven environment
• Enjoys helping others and delivering exceptional service
• Works well under pressure and in a fast-paced setting