Call Center Operator
hace 14 días
Bethesda
Job Description DESCRIPTION: We are seeking Call Center Operators to serve as frontline personnel in a government call center environment operating 24 hours a day, 7 days a week. This on-site role is responsible for handling incoming and outgoing communications, including urgent calls, routine inquiries, call routing, paging support, and communication escalation. Call Center Operators play a critical role in ensuring accurate, timely, and professional communication while supporting operational continuity in a fast-paced, service-driven environment. RESPONSIBILITIES: • Answer and manage incoming and outgoing calls in a high-volume call center environment, • Process routine and urgent communications in accordance with established procedures, • Initiate paging and notification procedures when required, • Document calls, messages, and communications accurately in designated systems, • Follow escalation protocols for urgent or sensitive matters, • Provide professional customer service and clear communication to callers and stakeholders, • Support TTY and other communication access services, as applicable, • Maintain accurate call logs and communication records, • Ensure all communications are handled in a timely, confidential, and professional manner, • Adhere to all client, operational, and security protocols REQUIREMENTS: • High school diploma or equivalent required, • Approximately 2 years of call center experience preferred, • Experience working with telephony systems and in customer service-focused environments, • Strong verbal and written communication skills, • Ability to remain calm and professional in high-pressure situations, • Strong attention to detail and ability to accurately document communications, • Ability to follow established procedures, escalation paths, and communication protocols, • Comfortable working in a 24/7 operational environment, including varying shifts as needed PREFERRED QUALIFICATIONS: • Experience supporting a government, healthcare, emergency response, or mission-critical call center environment, • Experience with paging systems, emergency communications, or dispatch-related support, • Familiarity with TTY or accessibility communication procedures SHIFTS AVAILABLE: • 1st Shift: 8:00am - 4:00pm EST, • 2nd Shift: 4:00pm - 12:00am EST, • 3rd Shift: 12:00am - 8:00am EST