What are the responsibilities and job description for the Call Center Representative position at The Michelle Martin Group?
Job Title: Call Center Representative
Location: Remote (initial onboarding/training may be based in Annapolis, MD)
Schedule: Monday through Friday, 8:00 AM – 5:00 PM
What You’ll Do
The Michelle Martin Group (MMG) is seeking professional and customer-focused Call Center Representatives to support a state government call center. In this role, you will serve as the first point of contact for constituents, handling inbound inquiries, providing accurate information, and ensuring a high level of service in a fast-paced, high-volume environment.
This position requires strong communication skills, attention to detail, and the ability to follow established procedures while delivering a positive customer experience.
Responsibilities
- Handle inbound calls as the first point of contact (Tier 1 support) for the client
- Provide accurate, clear, and consistent information using approved scripts, knowledge bases, and CRM systems
- Utilize assigned Comptroller-issued equipment, systems, and secure connectivity to perform job duties
- Document all customer interactions within the designated Contact Center and CRM platforms
- Identify and escalate complex inquiries (Tier 2 and Tier 3) to appropriate subject matter experts in accordance with agency procedures
- Monitor and support follow-up on escalated tickets, ensuring customers receive updates within two (2) business days when needed
- Maintain performance standards related to call quality, schedule adherence, and customer satisfaction
- Support efforts to reduce call wait times and abandonment rates through efficient and effective call handling
- Contribute ideas and recommendations to improve customer service processes and overall service delivery
What You Need
- 1 year of experience in a call center, customer service, or help desk environment
- Strong verbal communication and active listening skills
- Ability to manage high call volumes while maintaining professionalism and accuracy
- Comfortable working with multiple systems, including CRM and contact center platforms
- Strong attention to detail and ability to follow structured processes and scripts
- Reliable attendance and ability to work a consistent schedule
- Ability to handle sensitive information with confidentiality and professionalism
Preferred (Nice to Have)
- Experience supporting government agencies or public sector programs
- Multilingual capabilities
- Experience with ticketing systems, CRM platforms, or contact center technologies
Requirements
Selected candidates must successfully pass a background check prior to starting employment.
Benefits:
- Medical, Dental, and Vision (FT Employees working 30 hours weekly)
- Paid Time Off (PTO)
- Paid Training
- Direct Deposit
Who We Are
The Michelle Martin Group (MMG) is a certified WOSB (Woman-Owned Small Business) and MBE (Minority Business Enterprise) staffing and workforce solutions firm specializing in providing top-tier talent to organizations across various industries. With a strong commitment to excellence, integrity, and community impact, we partner with businesses, government agencies, and educational institutions to deliver high-quality staffing solutions. Our expertise in temporary, contract, and direct-hire placements ensures that both our clients and job seekers receive the best possible experience.
How to Apply
Interested candidates should submit their resume online ONLY.
If you have any questions about the legitimacy of this role or the hiring process, please contact MMG at hello@michellemartingroup.com
The Michelle Martin Group is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.