Call Center Representative

• 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.​

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Compensation details: 18-20 Hourly Wage

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