Customer Service Representative (Call Center)

Customer Service Representative (Call Center)

Location: Middle River, MD
Employment Type: Full-Time | 40 Hours per Week
Position Summary
We are seeking customer-focused and dependable Customer Service Representatives to join our call center team. In this role, you will be responsible for providing exceptional customer service while assisting customers with account maintenance, payments, account updates, applications, and general inquiries.

The ideal candidate will have strong communication skills, excellent attention to detail, and the ability to remain professional and composed while assisting customers in a fast-paced call center environment.
Training and Schedule
This position requires flexibility to work a full-time schedule based on operational needs.

Mandatory Training:
The first two weeks of employment consist of mandatory training, held Monday through Friday from 8:30 AM to 5:00 PM.

Nesting Period:
Following training, employees will participate in a four- to six-week nesting period, working Monday through Friday from 8:30 AM to 5:00 PM while continuing to develop their knowledge and skills in the role.

Regular Schedule:
Upon successful completion of training and nesting, employees may transition to their regular assigned schedule. Typical hours may include 11:30 AM to 8:00 PM. Employees may occasionally be required to remain available until 8:30 PM to complete customer calls or meet operational needs.

This position also requires participation in a rotating Saturday schedule from 8:00 AM to 2:00 PM, based on business and operational needs.
Remote Work Opportunity
This position is initially onsite in the Middle River, MD area throughout the training and nesting periods.

Following successful completion of training and nesting, employees who consistently meet established performance and attendance expectations may have the opportunity to transition to a remote or hybrid work arrangement, based on business needs and program requirements. Remote work eligibility is not guaranteed and is dependent upon continued satisfactory performance, attendance, and adherence to program standards.
Key Responsibilities

• Respond to customer inquiries and provide professional, accurate, and timely assistance via telephone.
• Perform account maintenance, including address changes, payments, adjustments, and statement requests.
• Process customer payments and assist with account-related transactions.
• Research account discrepancies and overcharges and submit appropriate requests for adjustment.
• Assist customers with updating expired credit cards, payment options, replenishment amounts, balance thresholds, addresses, and other account information.
• Process applications, account updates, correspondence, and related documentation.
• Provide information to customers regarding available payment options, account procedures, information changes, and violation enforcement processes.
• Fax information and applications to customers as needed.
• Ensure customer information is accurately entered and maintained within the appropriate database systems.
• Protect customer information and follow all applicable security and confidentiality procedures.
• Prepare required reports, including daily phone call logs.
• File applications and other documentation as necessary.
• Participate in the Quality Assurance process, including call monitoring and periodic auditing of logs and correspondence.
• Maintain a high level of professionalism when interacting with customers, colleagues, and management.
• Meet established performance, quality, attendance, and productivity expectations.
• Participate in rotating weekend schedules as required based on operational needs.
• Perform other duties as assigned.

Qualifications

• High School Diploma or equivalent required.
• Previous customer service experience required; call center experience is strongly preferred.
• Strong verbal and written communication skills.
• Excellent customer service and interpersonal skills.
• Ability to navigate multiple systems and accurately enter and maintain information.
• Strong attention to detail and ability to follow established procedures.
• Ability to work effectively in a fast-paced environment.
• Ability to remain professional, patient, and composed when handling challenging customer interactions.
• Ability to meet established attendance, performance, quality, and productivity standards.
• Bilingual proficiency in English and Spanish is preferred.

Compensation

• $17.00 per hour – Base rate for Customer Service Representatives.
• $18.50 per hour – Bilingual rate for candidates who are fluent in both English and Spanish and are able to effectively communicate with customers in both languages.

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