Contact Center Representative

Job Title: Contact Center Representative

Industry: Healthcare / Nonprofit

Location: Rockville, MD

Assignment Type: Contract-to-Hire (5-month contract before conversion)

Pay: $20–$24/hour (overtime eligible)

Work Schedule: Monday–Friday, 8:00 AM–5:00 PM; potential for Saturday half-day rotation in future (with a weekday off)

Benefits: This position is eligible for medical, dental, vision, and 401(k).

About Our Client:

Addison Group is working with a mission-driven client in the nonprofit healthcare space to hire two Customer Service Representatives to join their participant support team. This is a true contract-to-hire opportunity with strong conversion potential, professional development, and a collaborative work environment.

Job Description:

As a Participant Advocate, you will serve as the first point of contact for incoming member inquiries via phone and email. You will assist participants with benefit-related questions, claims explanations, and eligibility concerns while delivering a high level of customer care and professionalism.

Key Responsibilities:

• Provide responsive and empathetic support to members over phone and email
• Accurately explain benefits, claim decisions, and self-payment information
• Verify participant eligibility and resolve inquiries with care and accuracy
• Maintain call records and data entry in internal systems
• Collaborate with internal departments and escalate issues as needed
• Participate in training and support special projects as assigned
• Navigate and guide members through the organization’s online portals
• Manage call queues and monitor incoming messages

Qualifications:

• 1+ year experience in a high-volume call center or customer support role
• Strong communication and active listening skills
• Minimum typing speed of 40 WPM
• Proficient in Microsoft Office Suite
• High school diploma or equivalent required
• Professional, dependable, and team-oriented mindset
• Bilingual candidates a plus (please include in your submission)

Additional Details:

• Onsite work required: Rockville, MD office (5 days/week)
• Overtime eligible
• Background requirements: 7-year criminal check & 7-panel drug screen
• Assessment required prior to interview: short essay, typing, math & scenario-based customer service questions
• Interview process: Onsite assessment → same-day interview → final Zoom interview with leadership
• Conversion salary: $28/hour + union membership upon hire

Perks:

• Growth opportunity within a supportive, well-structured team
• Excellent training and onboarding
• Access to comprehensive benefits upon hire
• Strong team culture and mission-driven environment

Addison Group is an Equal Opportunity Employer. Addison Group provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Addison Group complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. Reasonable accommodation is available for qualified individuals with disabilities, upon request.

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