Customer Service

Location: Bethesda, MD

Call Center Operator

Systems Integration, Inc. (SII)is a leading provider of customer experience, cloud-based services and managed IT solutions. We are seeking

Call Center Operatorsfor handling inbound and outbound calls for a government contact center in the healthcare/medical domain across a 24x7x365 environment, providing accurate information, resolving customer inquiries, and delivering high-quality customer service. This role supports daily call center operations by following established procedures, documenting interactions, and escalating issues as needed to ensure smooth and efficient service delivery.

Key Responsibilities

• Handle incoming calls promptly, professionally, and in accordance with service standards.
• Provide accurate information, address customer questions, and resolve routine issues.
• Document all customer interactions, inquiries, actions taken, and resolutions in the appropriate system.
• Follow established scripts, workflows, and operational procedures to ensure consistency and compliance.
• Escalate complex, sensitive, or unresolved issues to the Team Lead or Supervisor for further handling.
• Maintain a high level of accuracy when entering, updating, or verifying customer data.
• Meet or exceed performance metrics such as call quality, handle time, adherence, and customer satisfaction.
• Participate in training, team meetings, and ongoing skill development activities.
• Support process improvements by identifying trends or recurring customer issues.
  
  

Qualifications

• High school diploma or an associate degree.
• Approximately two (2) years of call center experience is preferred.
• Strong customer service skills with the ability to listen actively and communicate clearly.
• Computer proficiency, including navigating multiple applications simultaneously.
• Ability to follow structured procedures and maintain attention to detail.
• Telephony experience , including exposure to call routing systems, ACD platforms, or softphone tools.
• Experience using CRM or ticketing systems to document customer interactions.
• Ability to manage a high call volume while maintaining professionalism and accuracy.
• Strong problemsolving skills and the ability to remain calm under pressure.
• Excellent interpersonal skills and a customerfocused mindset.
• Ability to work both independently and as part of a team in a fastpaced environment.
  
  

Must be able to pass a federal background check going back 7 years without felonies. Must be able to pass a federal credit check.

For more information, or to apply now, you must go to the website below. Please DO NOT email your resume to us as we only accept applications through our website.

https://sysintegration.applicantpro.com/jobs/4023843-50198.html