Responsibilities
- Handle inbound and outbound customer contacts professionally and efficiently
- Listen actively to understand customer needs and provide accurate solutions
- Use internal systems and tools to manage accounts and process inquiries
- Identify and act on sales opportunities to promote products and services
- Clearly explain product features and processes to customers
- Escalate complex or dissatisfied customer issues to management
- Ensure first-call resolution through effective troubleshooting and communication
- Stay up to date on program changes by attending training and reviewing materials
- Maintain accurate documentation of customer interactions in CRM systems
- Adhere to all scripts, policies, and confidentiality requirements
Requirements
- Must be 18 years or older
- High school diploma or equivalent
- Strong written and verbal communication skills
- Ability to type 20+ words per minute
- Basic proficiency in Microsoft Office Suite (Word, Excel, Outlook, PowerPoint)
- Familiarity with Windows operating systems
- Reliable and punctual with strong time management and self-motivation
- Skilled in conflict resolution, problem-solving, and customer empathy
- Able to multi-task, stay focused, and work independently
- Team-oriented with a strong customer-first mindset
- Comfortable working in a fast-paced, dynamic environment
Nice to Have
- 1+ year of experience in customer service, technical support, inside sales, back-office, chat, or administrative support
- Experience working on state or federal programs
Work Arrangement
On-site
Additional Information
- Reasonable accommodation consistent with the Americans with Disabilities Act (ADA)
- Diversity and equality policy
- Bilingual requirement (implied by title)
