Customer Service Representative

We have an outstanding Contract to Hire position for a Customer Service Representative to join a leading Company located in the Rockville, MD surrounding area. Pay Rate: $25- $30/hr we are seeking seven (7) Customer Service Representatives to join our Rockville office in time for the next training class starting March 16, 2026. These roles are on-site and require individuals who thrive in a high-volume, fast-paced call center environment.

The Participant Advocate will support, promote, and consistently deliver a premier participant experience. Each interaction—whether by phone, email, or written correspondence—must reflect sincerity, empathy, accuracy, and professionalism. This position requires exceptional organizational skills, patience, discipline, and the ability to handle complex inquiries while maintaining a positive and customer-focused mindset.

• Obtain, accurately interpret, and maintain a working knowledge of Summary Plan Descriptions, benefit schedules, eligibility systems, claim payment systems, and the Reciprocity system (ERTS).
• Provide a premier participant experience across all communication channels.
• Respond accurately and timely to phone calls, emails, walk-in participants, and written correspondence.
• Answer questions, explain claim payments, clarify claim denials, quote self-payment amounts, verify eligibility/benefits, research issues, and update eligibility with outside vendors.
• Demonstrate honesty, integrity, compassion, and empathy in all interactions.
• Escalate participant‑related concerns to appropriate teams for timely resolution.
• Document all participant interactions accurately and promptly in the Customer Service module.
• Perform clerical duties, including entering enrollment forms and processing working spouse forms.
• Navigate the website to provide accurate information to participants.
• Monitor incoming calls and manage call flow using the call management system.
• Retrieve and address messages from the nightline.
• Support special projects as assigned by Management.
• Perform other duties as needed.

• High School Diploma or equivalent required.
• Minimum 1+ year of customer service experience in a high-volume inbound call center.
• Bilingual candidates are highly preferred.
• Must type 40 WPM or higher.
• Strong written and verbal communication skills.
• Proficient in MS Office Suite.
• Consistent, reliable attendance and punctuality.
• Ability to remain flexible, positive, patient, and cooperative in all situations.
• Demonstrated initiative and the drive to serve others, learn, and succeed.
• Ability to troubleshoot issues, gather information, and collaborate with participants, vendors, and internal departments to resolve concerns.

Benefits offered vary by contract. Depending on your temporary assignment, benefits may include direct deposit, free career counseling services, 401(k), select paid holidays, short-term disability insurance, skills training, employee referral bonus, affordable medical coverage plan, and Daily Pay (in some locations). For a full description of benefits available to you, be sure to talk with your recruiter.

Military connected talent encouraged to apply.

VEVRAA Federal Contractor / Request Priority Protected Veteran Referrals / Equal Opportunity Employer / Veterans / Disabled

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