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Call Center Representative

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The Call Center Representative will provide exceptional inbound and outbound call services on behalf of a Contact Center. The position is responsible for delivering accurate information, documenting interactions, and ensuring a positive experience for each caller. This role directly contributes to Didlake's mission by creating meaningful employment opportunities for individuals with disabilities while supporting federal contracts with professionalism and quality.

This position plays a critical role in supporting high-volume contact center operations. Customer Service Representatives are responsible for managing incoming and outgoing calls, resolving inquiries, updating records, and ensuring a positive caller experience. This description reflects management's assignment of essential functions; it does not proscribe or restrict the tasks that may be assigned.

  • Respond promptly and professionally to inbound customer calls, delivering accurate and helpful information on behalf of the client.
  • Completes call guides; gathers and verifies required information.
  • Attends telephone skills and program information training sessions; adheres to established levels of service.
  • Adheres to established customer service and documentation standards within required time frames.
  • Ability and willingness to work remotely in a quiet work environment free from distractions.
  • Document and update customer information using internal systems.
  • Follow established scripts, protocols, and service quality standards.
  • Participate in scheduled training to stay informed about procedures and policies.
  • Maintain punctuality, schedule adherence, and consistent shift coverage.
  • Provide feedback on call trends or service issues for continuous improvement.
  • Handle escalations by following appropriate procedures.
Requirements:

Education and Experience:

  • High School Diploma or equivalent required.
  • Prior call center or customer service experience preferred.
  • Must be able and willing to obtain a Public Trust

Skills and Abilities:

  • Strong verbal and written communication skills.
  • Ability to maintain professionalism with difficult customers.
  • Ability to understand requests from the general public and provide the correct corresponding response.
  • Ability to manage multiple systems and tabs while assisting callers.
  • Demonstrated attention to detail and accuracy.
  • Ability to work independently in a quiet home office environment or in a company office.
  • Reliable problem-solving and conflict-resolution skills.
  • Must be able to enter information into a system timely.
  • Must successfully complete pre-employment screening, including an internet speed test.
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