Call Center Representative – Remote (Contingent Hire)(initial onboarding/training may be based in Annapolis, MD)Schedule: Monday through Friday, 8:00 AM – 5:00 PMOverviewSeeking 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.ResponsibilitiesHandle inbound calls as the first point of contact (Tier 1 support) for the clientProvide accurate, clear, and consistent information using approved scripts, knowledge bases, and CRM systemsUtilize assigned Comptroller-issued equipment, systems, and secure connectivity to perform job dutiesDocument all customer interactions within the designated Contact Center and CRM platformsIdentify and escalate complex inquiries (Tier 2 and Tier 3) to appropriate subject matter experts in accordance with agency proceduresMonitor and support follow-up on escalated tickets, ensuring customers receive updates within two (2) business days when neededMaintain performance standards related to call quality, schedule adherence, and customer satisfactionSupport efforts to reduce call wait times and abandonment rates through efficient and effective call handlingContribute ideas and recommendations to improve customer service processes and overall service deliveryWhat You Need1+ year of experience in a call center, customer service, or help desk environmentStrong verbal communication and active listening skillsAbility to manage high call volumes while maintaining professionalism and accuracyComfortable working with multiple systems, including CRM and contact center platformsStrong attention to detail and ability to follow structured processes and scriptsReliable attendance and ability to work a consistent scheduleAbility to handle sensitive information with confidentiality and professionalismPreferred (Nice to Have)Experience supporting government agencies or public sector programsMultilingual capabilitiesExperience with ticketing systems, CRM platforms, or contact center technologiesRequirementsSelected candidates must successfully pass a background check before starting employment.

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Call Center Representative

Emma

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