Call Center Customer Service Agent

Title: Call Center Customer Service Agent

Location: Elkins, WV

Duration: Full-time

Work Schedule: Monday through Friday, standard business hours (with occasional extended or weekend hours)

Reports To: Call Center Supervisor / Floor Supervisor

About the Role:

• We are seeking friendly, detail-oriented Call Center Agents to join our team supporting high-impact contracts with government and public sector clients. In this role, you will serve as the first point of contact for individuals seeking information, scheduling assistance, or general support. Whether you're answering questions, updating records, or directing callers to the right department, you'll play a vital role in delivering exceptional service with professionalism and accuracy.

Role & Responsibilities:

• Answer inbound calls from the public and provide clear, courteous, and accurate information.
• Follow call scripts and system workflows as outlined by contract requirements.
• Assist callers in scheduling appointments or providing instructions for next steps.
• Document call outcomes accurately and efficiently using internal systems.
• De-escalate and redirect calls when necessary with professionalism and tact.
• Maintain confidentiality and comply with all applicable data and privacy standards.
• Participate in scheduled training, team meetings, and quality monitoring sessions.
• Support contract-specific outreach efforts when assigned (e.g., reminders, verifications).

Qualifications:

• High school diploma or GED required.
• Previous customer service or call center experience preferred but not required.
• Strong verbal communication and active listening skills.
• Ability to navigate multiple systems and screens while speaking with callers.
• Dependable and punctual with strong attention to detail.
• Able to follow scripts, procedures, and supervisor instructions consistently.
• Comfortable working in a fast-paced, metrics-driven environment.

Preferred Traits:

• Bilingual (English/Spanish or other language) a plus.
• Prior experience with government contracts or handling sensitive information.
• Familiarity with basic office software (e.g., Outlook, Word, CRM systems).

What We Offer:

• Competitive hourly wage.
• Paid training and onboarding.
• Opportunities for performance-based advancement.
• Supportive team environment.
• Participation in employee recognition programs.
• Stable work supporting meaningful government service.
• Employer-sponsored health care, dental, and vision.