Participant Service Representative I - RA CCS, LLC.

Federal Call Center Team Overview 

The RA CCS, LLC., (hereinafter, “the Company”) multichannel Federal Call Center is in an exciting chapter. We are growing and looking for 30 new Participant Services Representatives to support our call center and Client through exemplary customer service. The below outlines the requirements and responsibilities of the position, and a few additional items are highlighted.

1. This position qualifies for FREE health and welfare benefits, including medical, dental, and vision, and 15 days of paid vacation! Employees are benefit-eligible on their first day of employment.
2. This position is 100% onsite, with the work location identified as: 1 Technology Dr. Frostburg, MD 21532
3. This position is for the following designated shift: 12:30pm – 9pm ET
4. This position is hiring for a start date of 12/2/2024.

Position Purpose and Impact 

The RA CCS, LLC., (hereinafter, “the Company”) multichannel Federal Call Center services our federal contract clients processing sensitive information through various forms of telephone support to manage customer inquiries and requests in alignment with the call center’s Service Level Agreements (SLAs) and position specific Key Performance Indicators (KPIs).
The Participant Services Representative supports inbound and outbound calls within various queues to service customer inquiries, transactions, and services in compliance with company policies, processes, and position (KPIs).

Responsibilities 

• Responds to various inbound and outbound calls with pleasant telephone etiquette, the ability to effectively communicate information, provide inquiry resolution and escalation to callers per established processes, serve as a knowledgeable resource to callers utilizing company workflows and processes, and present caller-solutions in compliance with Company polices and position standards. 
• Answers inquiries by clarifying, researching, locating, or processing desired information. 
• Resolves problems by clarifying issues, researching, and exploring answers and alternative solutions, implementing solutions, and escalating unresolved problems. 
• Fulfills requests by clarifying desired information; completing transactions; forwarding requests. 
• Effectively carries out a series of work instructions within a call center environment without supervision to resolve customer inquiries, complaints, and needs promptly. 
• Effectively transfers misdirected callers to appropriate parties via correct transfer processes. 
• Seeks assistance, guidance, or decision-making from management to assist callers when needed. 
• Properly documents all calls in compliance with call type documentation standards. 
• Accurately completes all work when updating caller or customer accounts or system information. 
• Responsibly adheres and achieves individual KPIs and quality assurance standards while supporting the achievement of department KPIs, SLAs, and services goals and objectives. 
• Completes all Company training and coaching as assigned and within a reasonable timeframe. 
• Maintains solid knowledge and compliance with Company procedures, employee handbook policies, and specific call center policies including attendance, standards of conduct, etc. 
• Ensures appropriate and proper communication with co-workers during shifts; properly handing off work or notifying management of call queue or client needs at shift end. 
• Actively supports the department in achieving goals by practicing solid teamwork and providing best-in-class customer service to all callers. 
• Supports the Federal Call Center by completing other duties as assigned.

Desired Qualifications 

• Leads all facets of this position with excellent customer service. 
• Maintains a courteous and professional manner which includes a calm and sophisticated disposition, not easily frustrated, stressed, or offended. Listens attentively to caller needs and demonstrates empathy. 
• Builds rapport with callers by greeting them in a courteous, friendly, and professional manner using procedures learned during new-hire training. 
• Demonstrated ability to provide a professional and friendly experience to both co-workers and callers. 
• Demonstrated willingness and ability to answer questions and solve customer problems. 
• Incorporates integrity, detail-oriented attention, and genuine care for callers and caller's needs within all interactions. 
• Practices efficient communication and documentation practices; properly following Company verbal scripts, tasks as required, and ensuring need-to-know information, escalations, or follow-ups are effectively handled.
• Completes all tasks with ownership and accountability; invested in ensuring all callers receive best-in-class service from start to finish; properly hands work off at shift end.

Desired Education and Experience 

• High School Diploma with an Associate degree preferred. 
• 2 – 3 years’ customer facing customer services experience required.
• 1 – 2 years’ call center experience preferred.
• Efficiency with Microsoft Suites, including: Word, Outlook, Excel, and PowerPoint. 
• Proficient ability to type at greater than 50 words per minute, utilize computer resources including online applications, portals, and Company software, and perform tasks via telecommunication tools with a pleasant and comprehendible tone and enunciation. 
• Previous experience with Salesforce and Nice-in Contact beneficial. Desired Hardware and Software Competency 
• Microsoft Suites Basic Level: familiar with suites in an office setting for email, presentations, etc. 

Technology Competencies: general internet skills including the ability to access/utilize various websites.