Customer Service

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.