Call Center Representative
B
BriljentPublic assistance
Wyoming, United States, Pacific Time schedule; required Mountain time scheduleFull-Time
Salary not disclosed
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Job Details
- Required Skills
- Customer serviceWritten communicationVerbal communication
Requirements
- Have a high school diploma or equivalent.
- Previous customer service, call center, administrative, or public-facing experience is preferred.
- Be able to consistently work assigned hours and complete required training according to the stated schedule.
- Have strong verbal and written communication skills.
- Communicate with empathy, patience, and professionalism.
- Be comfortable using computers, web-based systems, and multiple applications simultaneously.
- Pay close attention to detail and document information accurately.
- Follow established procedures and explain information clearly.
- Maintain dependable attendance and punctuality.
- Work independently in a remote environment while remaining engaged with the team.
- Have reliable high-speed internet and a quiet, secure workspace suitable for handling confidential information.
- Experience supporting high-volume customer service operations, government programs, human services, or public assistance programs is preferred but not required.
Responsibilities
- Respond to inbound calls and other customer inquiries professionally and promptly.
- Provide accurate information about program services, application procedures, documentation requirements, and general guidelines.
- Help customers navigate program processes and understand their next steps.
- Review account or application information and provide appropriate status updates.
- Document customer interactions, questions, and resolutions in designated systems.
- Follow approved scripts, procedures, escalation protocols, and quality standards.
- Identify issues requiring additional assistance and escalate them appropriately.
- Maintain confidentiality and protect customers’ personal and sensitive information.
- Participate in required training, coaching sessions, team meetings, and program updates.
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