Participant Service Representative

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 25 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.

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).

• Respond to various inbound and outbound calls with pleasant telephone etiquette, 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 policies and position standards.
• Answer inquiries by clarifying, researching, locating, or processing desired information.
• Resolve problems by clarifying issues, researching, and exploring answers and alternative solutions, implementing solutions, and escalating unresolved problems.
• Fulfill requests by clarifying desired information; completing transactions; forwarding requests.
• Effectively carry out a series of work instructions within a call center environment without supervision to resolve customer inquiries, complaints, and needs promptly.
• Effectively transfer misdirected callers to appropriate parties via correct transfer processes.
• Seek assistance, guidance, or decision‑making from management to assist callers when needed.
• Properly document all calls in compliance with call type documentation standards.
• Accurately complete all work when updating caller or customer accounts or system information.
• Responsibly adhere to and achieve individual KPIs and quality assurance standards while supporting the achievement of department KPIs, SLAs, and services goals and objectives.
• Complete all Company training and coaching as assigned and within a reasonable timeframe.
• Maintain solid knowledge and compliance with Company procedures, employee handbook policies, specific call center policies including attendance, standards of conduct, etc.
• Ensure appropriate and proper communication with co‑workers during shifts; properly hand off work or notify management of call queue or client needs at shift end.
• Actively support the department in achieving goals by practicing solid teamwork and providing best‑in‑class customer service to all callers.
• Support the Federal Call Center by completing other duties as assigned.

• Lead all facets of this position with excellent customer service.
• Maintain a courteous and professional manner which includes a calm and sophisticated disposition, not easily frustrated, stressed, or offended. Listen attentively to caller needs and demonstrate empathy.
• Build rapport with callers by greeting them in a courteous, friendly, and professional manner using procedures learned during new‑hire training.
• Demonstrate ability to provide a professional and friendly experience to both co‑workers and callers.
• Demonstrate willingness and ability to answer questions and…