What are the responsibilities and job description for the Customer Service position at Systems Integration, Inc.?
Location: Bethesda, MD
Call Center Operator
Systems Integration, Inc. (SII) is a leading provider of customer experience, cloud-based services and managed IT solutions. We are seeking Call Center Operators for handling inbound and outbound calls for a government contact center in the healthcare/medical domain across a 24x7x365 environment, providing accurate information, resolving customer inquiries, and delivering high-quality customer service. This role supports daily call center operations by following established procedures, documenting interactions, and escalating issues as needed to ensure smooth and efficient service delivery.
Key Responsibilities:
- Handle incoming calls promptly, professionally, and in accordance with service standards.
- Provide accurate information, address customer questions, and resolve routine issues.
- Document all customer interactions, inquiries, actions taken, and resolutions in the appropriate system.
- Follow established scripts, workflows, and operational procedures to ensure consistency and compliance.
- Escalate complex, sensitive, or unresolved issues to the Team Lead or Supervisor for further handling.
- Maintain a high level of accuracy when entering, updating, or verifying customer data.
- Meet or exceed performance metrics such as call quality, handle time, adherence, and customer satisfaction.
- Participate in training, team meetings, and ongoing skill development activities.
- Support process improvements by identifying trends or recurring customer issues.
Qualifications:
- High school diploma or an associate degree.
- Approximately two (2) years of call center experience is preferred.
- Strong customer service skills with the ability to listen actively and communicate clearly.
- Computer proficiency, including navigating multiple applications simultaneously.
- Ability to follow structured procedures and maintain attention to detail.
- Telephony experience , including exposure to call routing systems, ACD platforms, or softphone tools.
- Experience using CRM or ticketing systems to document customer interactions.
- Ability to manage a high call volume while maintaining professionalism and accuracy.
- Strong problem‑solving skills and the ability to remain calm under pressure.
- Excellent interpersonal skills and a customer‑focused mindset.
- Ability to work both independently and as part of a team in a fast‑paced environment.