Inbound Call Center Representative

FTS Inc is seeking a call center agent to assist our client's team! Our client is located in Rockville, MD, in the non-profit industry, and is rapidly growing their teams! This is a contract role, and is in-person with the Rockville team!

FTS Inc specializes in recruiting services for Accounting, Finance & Professional Services, Construction, and IT & Engineering because these are industries we’re truly passionate about. We care deeply about every client and candidate, and we’re going out of our way to purposefully build an organization that has yet to be seen in this industry.

Job Overview

In this role, you will be the first point of contact for our customers, providing exceptional service and support. You will handle incoming calls, address inquiries, and assist with various customer needs while maintaining a high level of professionalism and efficiency.

Qualifications

• 1 years of experience in a call center role, or as a customer service representative in a call center, coupled with a combination of Associate's or Bachelor's degree.
• 6 years of call center experience with a High School Diploma.
• High-volume inbound daily call handling is required.

Responsibilities

• Answer incoming calls promptly and professionally, ensuring a positive customer experience.
• Provide accurate information regarding products, services, and policies to customers.
• Assist customers with issues or inquiries, documenting interactions in our system.
• Perform data entry tasks efficiently to maintain accurate records of customer interactions.
• Utilize effective phone etiquette to communicate clearly and courteously with customers.
• Collaborate with team members to resolve complex issues and improve service delivery.
• Stay updated on company offerings and medical terminology if applicable to better assist customers in a medical office setting.

Skills

• Proficient in English; bilingual or multilingual skills are a plus.
• Strong customer service skills with the ability to empathize and connect with customers.
• Excellent communication skills, both verbal and written.
• Familiarity with data entry processes and computer systems for efficient record keeping.
• Knowledge of medical office procedures or terminology is advantageous but not required.
• Ability to remain calm under pressure while managing multiple tasks effectively.