Tad PGS
We have an outstanding Contract to Hire position for a ContactCenter Services Representative to join a leading Company located in the Rockville, MDsurrounding area.
Pay Rate: $28.72 - 31.94
The representative will ensure that all applicants, recipients, spouses, attorneys, or other member representatives receive extraordinary service when he or she is communicating 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.
Job Responsibilities:
Answer incoming phone calls
Document phone calls in Sharepoint
Provide information to callers from Sharepoint and 2200
Navigate and provide accurate information regarding websites
Monitor incoming calls and calls waiting via Taske
Receive and respond to incoming emails from 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 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
Basic Hiring Criteria
Accuracy - strive for the highest level of accuracy possible from the tools used and processes performed
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 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
Benefits offered vary by contract. Depending on your temorary assignment, benefits may include direct deposit, free career counseling services, 401(k), select paid holidays, short-term disability insurance, skills training, employee referral bonus, and affordable medical coverage plan, and DailyPay (in some locations). For a full description of benefits available to you, be sure to talk with your recruiter.
VEVRAA Federal Contractor / Request Priority Protected Veteran Referrals / Equal Opportunity Employer / Veterans / Disabled
To read our Candidate Privacy Information Statement, which explains how we will use your information, please visithttp://www.tadpgs.com/candidate-privacy/orhttps://pdsdefense.com/candidate-privacy/
The Company will consider qualified applicants with arrest and conviction records in accordance with federal, state, and local laws and/or security clearance requirements, including, as applicable:
The California Fair Chance Act
Los Angeles City Fair Chance Ordinance
Los Angeles County Fair Chance Ordinance for Employers
San Francisco Fair Chance Ordinance
Pay Rate: $28.72 - 31.94
The representative will ensure that all applicants, recipients, spouses, attorneys, or other member representatives receive extraordinary service when he or she is communicating 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.
Job Responsibilities:
Answer incoming phone calls
Document phone calls in Sharepoint
Provide information to callers from Sharepoint and 2200
Navigate and provide accurate information regarding websites
Monitor incoming calls and calls waiting via Taske
Receive and respond to incoming emails from 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 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
Basic Hiring Criteria
Accuracy - strive for the highest level of accuracy possible from the tools used and processes performed
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 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
Benefits offered vary by contract. Depending on your temorary assignment, benefits may include direct deposit, free career counseling services, 401(k), select paid holidays, short-term disability insurance, skills training, employee referral bonus, and affordable medical coverage plan, and DailyPay (in some locations). For a full description of benefits available to you, be sure to talk with your recruiter.
VEVRAA Federal Contractor / Request Priority Protected Veteran Referrals / Equal Opportunity Employer / Veterans / Disabled
To read our Candidate Privacy Information Statement, which explains how we will use your information, please visithttp://www.tadpgs.com/candidate-privacy/orhttps://pdsdefense.com/candidate-privacy/
The Company will consider qualified applicants with arrest and conviction records in accordance with federal, state, and local laws and/or security clearance requirements, including, as applicable:
The California Fair Chance Act
Los Angeles City Fair Chance Ordinance
Los Angeles County Fair Chance Ordinance for Employers
San Francisco Fair Chance Ordinance