Call Center Representative

Join our dynamic team at BrightKey as a Call Center Representative , where you will play a vital role in delivering exceptional customer service and support. BrightKey serves various non-profit and professional services customers and their members. In this position, you will be the voice of our company, assisting customers with inquiries, resolving issues, and ensuring a seamless experience. ​
Schedule, Benefits, & Compensation:
- Starting Pay Rate : $18.00 - $20.00 per hour
- Schedule : Monday – Friday, First Shift (8:00am - 5:00pm)
- Location: Annapolis Junction, MD (onsite)
- Medical, Dental, & Vision Insurance
- Participation in company 401k program
- Paid Time off and 10 paid holidays

What BrightKey Offers:
- Gain experience in a great organization with a 30+ year history of providing industry leading business services!
- Opportunity for professional growth.  We provide a clear career path into leadership and management roles.
- Consistent and stable work schedule.
- A great work environment in a professional office setting. You have your own desk, equipment, computer and workspace.
- A supporting team with years of experience serving our customers that can support you in your professional growth.

Ideal Experience to Have:
- Experience in a professional call center environment
- Excellent customer service skills
- Ability to provide consistent, professional and courteous communications with individuals over the phone, email and via chat services.
- Proficiency with Microsoft Word and Excel

Key Responsibilities of the Call Center Representative:
- Serve as the first point of contact for members, handling inbound and outbound calls, emails, and chat inquiries.
- Assist members with account management tasks, including updating contact information, processing membership renewals, and resolving billing issues.
- Troubleshoot and resolve member concerns promptly, escalating complex issues to the appropriate team as necessary.
- Asist customers with reporting services that can include data reporting, financial/budget reporting or other information gathering.
- Maintain detailed and accurate records of member interactions in the customer relationship management (CRM) system.
- Proactively identify opportunities to enhance the member experience and share feedback with the team.
- Ensure compliance with organizational policies, privacy standards, and service level agreements.
- Document all customer interactions and update records accurately in the database.
- Collaborate with team members to ensure a seamless customer experience.
- Identify and escalate priority issues to the appropriate team members or departments.

Qualifications for the Call Center Representative Position:
- High school diploma or equivalent; associate or bachelor’s degree preferred.
- Prior experience as a professional Call Center Representative, two or more years preferred.
- Excellent verbal and written communication skills.
- Strong problem-solving abilities and attention to detail.
- Ability to handle a high volume of calls and emails with professionalism and efficiency.
- Proficient in using computer systems and software applications including MS Office (Outlook and Excel).
- Compassionate and empathetic, with a genuine desire to help others.
- Ability to work independently and as part of a team.
- Flexible and adaptable to changing priorities and tasks. ​

BrightKey is dedicated to being an organization where all employees are treated with dignity and respect.  We expect all our employees to maintain a workplace free from harassment and discrimination.  Our focus is on merit-based standards in all hiring, promoting, performance evaluations and employment decisions. We strive to be a workplace where individuals of all backgrounds can succeed and thrive, regardless of race, religion, national origin, gender, sexual orientation, age, marital status, veteran, or disability status.

CSP-101226
Call Center Representative
Customer Service
Call Center​