311 call center operations manager Jobs in Washington

311 call center operations manager

call center analyst - hr desk Jobs in Washington

call center analyst - hr desk

contact center manager Jobs in Washington

contact center manager

contact center support, senior associate Jobs in Washington

contact center support, senior associate

customer service representative Jobs in Washington

customer service representative

call center representative

Advantia health

<div><p>Reiter, Hill &amp; Johnson is seeking a full-time Call Center Representative for our Chevy Chase, MD location. This role will be responsible for greeting, registering and scheduling patients while working closely with practice providers and staff to ensure an exceptional patient experience. Reiter, Hill &amp; Johnson has 3 office locations in Chevy Chase, MD, Falls Church, VA, and Washington, D.C. The hours for this role would be a Monday-Friday position with the hours of 7:45 a.m.- 4:30 p.m.</p>
<p><b>Job Responsibilities:</b></p>
<p>To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Other duties may be assigned.</p>
<ul><li>Serves patients by greeting and helping them on the telephone, scheduling appointments, and maintaining records and accounts.</li><li>
Welcomes patients and visitors on the telephone; serves as the first touchpoint between the patient and the practice.</li><li>
Performs all registration (or verifies mobile registration) for new patients and updates registration information for established patients.</li><li>
Demonstrates effective handling of patient situations, including upset/dissatisfied customers, and works with other teams as needed to efficiently and effectively resolve customer needs.</li><li>
Optimizes patients' satisfaction, provider time, and treatment room utilization by scheduling appointments in person or by telephone following established scheduling guidelines.</li><li>
Comforts patients by anticipating patients' anxieties, and answering patients' questions.</li><li>
Manages high volume of inbound and outbound calls in a timely manner.</li><li>
Identifies customers' needs, clarifies information, researches issues and provides solutions and/or alternatives.</li><li>
Maintains proper message documentation of patients' requests and forwards to the appropriate party.</li><li>
Reads, understands and responds to all incoming Portal messages via Athena EMR system.</li><li>
Reads and files all incoming referrals for potential new patients along with performing outreach calls to provide an appointment.</li><li>
Builds sustainable relationships and engages customers by taking the extra mile.</li></ul>
<p><b>Qualifications:</b></p>
<ul><li>High school diploma or GED required; Associate's degree preferred.</li><li>
Minimum two (2) years of experience in a customer support role held in a medical/clinical office setting.</li><li>
Experience with EMR, computerized scheduling and registration systems including Athena, Greenway and Phreesia.</li><li>
Strong phone and verbal communication skills along with active listening.</li><li>
Customer focus and adaptability to different personality types.</li><li>
Ability to multitask, set priorities, and manage time effectively.</li><li>
Able to occasionally travel during the work week.</li></ul>
<p><b>Benefits &amp; Compensation:</b></p>
<ul><li>Health, Dental, and Vision Insurance</li><li>
Health Savings Account (HSA) and Flexible Savings Account (FSA) Option</li><li>
401k Retirement Plan + company provided match after 1 year of employment</li><li>
Life and Disability Insurances</li><li>
Paid holidays &amp; PTO</li><li>
Compensation Range: $19.00-$23.00/hr
</li></ul><p><i>Please note compensation is based on years of experience.</i></p>
<p><b>About Reiter, Hill &amp; Johnson:</b></p>
<p>Reiter, Hill &amp; Johnson is a comprehensive obstetrics and gynecology practice with fourteen physicians, four nurse practitioners, a team of excellent sonographers, a large support staff, and the most-up-to-date equipment. For over forty years we have helped women in the Washington, DC metropolitan area deliver healthy babies and live healthier lives. Reiter, Hill &amp; Johnson provides medical and surgical care focused on women's reproductive systems including preventative well woman care, pregnancy and prenatal care, childbirth, screening and treatment of disease, family planning, and menopause. Learn more at: www.rhjn-obgyn.com (http://www.rhjn-obgyn.com/).</p>
<p><b>About Advantia Health:</b></p>
<p>To provide the highest quality patient care available, Reiter, Hill &amp; Johnson is partnered with Advantia Health. Advantia is transforming healthcare for all women &ndash; setting a higher standard of care and convenience while reducing unnecessary costs. Compassion and value inspire everything we do. We take time to listen, answer questions completely, and offer helpful technology between visits so that our patients are empowered and at ease. Alongside coordinated care, Advantia is pioneering care models that align incentives with the best interests of women and their families.</p>
<p><b><i>Please note:</i></b><i> Advantia Health is dedicated to providing unparalleled healthcare to our customers by employing the most highly-qualified individuals. If you are selected for further consideration, you will be subject to a background investigation. COVID-19 and Flu vaccination is a required condition of employment.</i></p>
<p><i>Advantia Health is an Equal Opportunity Employer that is committed to global diversity: It is a place where good people want to work, and customers want to continue to engage in EOE M/F/D/V.</i></p></div>

Call Center Representative

Navient

<div>Navient Solutions LLC<p></p><p>
As a<b> Conversion Associate I </b>with Navient, you will play an essential role in supporting prospective clients through the loan application process by proactively engaging, educating, and following up to drive completed loan applications. This role focuses on execution, learning, and consistency while helping establish strong conversion foundations.</p><p></p><p>
In addition to engaging with applicants using approved outreach channels, you will collaborate with teammates and leadership to test, refine, and provide feedback on scripts, macros, and outreach strategies to help launch and scale the role effectively. Under the guidance of the SLO Operations Manager, you will receive coaching and support to build foundational consultative sales, compliance, and customer engagement skills that prepare you for progression into a new role.</p><p></p><p><b>
Why You'll Love it Here:
</b></p><p></p><div><div>At Navient, we support your whole life &mdash; not just your workday. Our benefits go beyond the basics, including <b>company‑funded HSA contributions</b>, <b>automatic 401(k) enrollment with a dollar‑for‑dollar match up to 5%</b>, and access to <b>paid parental leave, fertility and family‑building support, and virtual health and wellness resources</b>. Whether you&rsquo;re early in your career or bringing years of experience, we invest in your wellbeing, financial security, and long‑term confidence &mdash; wherever you work.</div><p></p><div><b>
How You'll Contribute:</b></div></div><p></p><p><b>
Customer Engagement and Conversion</b></p><ul><li>
Manage high-volume inbound client contacts via phone and email, responding promptly and professionally to inquiries related to the application process.</li><li>
Initiate proactive outreach to potential clients via multiple channels, including phone, email, SMS, chat, and other emerging platforms.</li><li>
Serve as a frontline representative for prospective clients, providing education, application guidance, and troubleshooting support to move clients toward successful conversion.</li><li>
Employ advanced communication techniques and tailored strategies to effectively address client needs and guide them through the decision-making process.</li><li>
Demonstrate mastery of consultative sales techniques to understand complex client requirements and provide innovative solutions aligned with their objectives.</li><li>
Utilize advanced CRM tools to document all inbound and outbound interactions, track client progress, and generate actionable insights.</li><li>
Partner with Client Happiness associates to ensure a seamless handoff experience and exceed customer service expectations.</li></ul><p></p><p><b>
Compliance and Regulatory Adherence</b></p><ul><li>
Follow all compliance guidelines, call scripts, and communication standards during customer outreach.</li><li>
Apply coaching and QA feedback to improve adherence to regulatory and internal policies.</li><li>
Participate in required compliance training and acknowledge regulatory updates as communicated.</li></ul><p></p><p><b>
Productivity &amp; Performance Optimization</b></p><ul><li>
Meet individual activity and conversion benchmarks (calls, follow-ups, completions, responsiveness).</li><li>
Use dashboards and manager feedback to understand personal performance trends.</li><li>
Demonstrate consistent time management and follow-through on assigned leads.</li></ul><p></p><p><b>
Team Collaboration &amp; Learning</b></p><ul><li>
Collaborate with peers and Client Happiness partners across the organization.</li><li>
Actively participate in team meetings, trainings, and coaching sessions.</li><li>
Seek feedback and demonstrate openness to continuous improvement.</li></ul><p><b><br>
Special Projects and Support</b></p><ul><li>
Assist with team initiatives, pilots, or process improvements as assigned.</li><li>
Support documentation updates or testing of new outreach strategies when needed.</li></ul><p></p><p><b>
Your Strengths and Expertise:</b></p><p></p><p><b>
Minimum Requirements</b></p><ul><li>
High School Diploma/ GED/ equivalent.</li><li>
2+ years of customer service, sales, call center, or client support experience.</li><li>
Strong verbal and written communication skills.</li><li>
Ability to learn new systems, scripts, and processes quickly.</li><li>
Experience handling inbound phone and email communications in a fast-paced, performance-driven environment.</li></ul><p></p><p><b>
Preferred Qualifications</b></p><ul><li>
Call center or outbound customer engagement experience.</li><li>
Exposure to CRM tools (Zendesk or similar).</li><li>
Financial services, lending, or student loan familiarity.</li><li>
Experience handling high-volume follow-up or queue-based work.</li><li>
Working knowledge of customer service best practices and a commitment to delivering a positive, respectful customer experience.</li><li>
Strong communication skills, with the ability to clearly explain information and guide customers through required next steps.</li><li>
Ability to listen actively, ask questions, and respond with empathy and professionalism.</li><li>
Ability to stay organized, manage follow-ups, and complete tasks accurately and on time.</li><li>
Willingness to receive feedback, learn quickly, and apply coaching to improve skills and outcomes.</li><li>
Ability to manage multiple priorities while maintaining attention to detail.</li><li>
Sense of urgency and accountability, with an understanding of the importance of timely outreach and responsiveness.</li><li>
Strong verbal and written communication skills.</li><li>
Ability to learn new systems, scripts, and processes quickly.</li><li>
Comfort working in a fast-paced, metrics-driven environment.</li></ul><p></p><p><b>
IMPORTANT NOTICES:
</b></p><p></p><p>All offers of employment are contingent on standard background checks. Depending on the needs of our business, the successful candidate may be subject to further background checks to determine eligibility and suitability.
</p><p></p><p>EOE Race/Ethnicity/Sex/Disability/Protected Vet/Sexual Orientation/Gender Identity. Navient Corporation and its subsidiaries are not sponsored by or agencies of the United States of America.
</p><p></p><p>Navient is a drug free workplace.</p></div>

Conversion Associate I

Collaboredge

<div><div><div><b>Short Description:</b></div>
<div></div>
<div>The Helpdesk Specialist is a first level rep to the OCTO technical support team. They answer a variety of technical inquiries, documenting issues, and alerting senior staff in a timely fashion. Onsite:3 Days-12 hrs. shifts/1 Day every other week 8hrs</div>
<div></div>
<div><b>Complete Description:</b></div>
<div></div>
<div>The Office of the Chief Technology Officer is seeking a first level technical support representative. Who will be responsible for answering a variety of technical inquiries, documenting issues, and alerting senior staff in a timely fashion. Please view the roles and responsibilities below:
<br>
<br>
Work Arrangement / Schedule
<br>
<br>
Onsite - 6 PM - 6 AM: 3 Days-12 hrs shifts
<br>
<br>
Sunday: 9 AM - 6 PM: 1 Day every other week 8hrs
<br>
<br>
<b>Customer Support Entry Roles and Responsibilities</b><br>
</div>
<div>i. Answer calls in a dynamic IT operations environment, supporting multiple agencies</div>
<div><br>
ii. Provide desktop support for technical issues in a Call Center environment as well as off-site locations throughout the District of Columbia</div>
<div><br>
iii. Log and route service requests and incidents in an incident management system</div>
<div><br>
iv. Create and maintain knowledge articles in the agency's knowledge management system on a daily basis<br>
v. Provide a high level of customer service to end users on a daily basis</div>
<div><br>
vi. Provide technical expertise related to Microsoft Products, such as Microsoft Office, Windows operating systems, as well as other related Microsoft applications</div>
<div><br>
vii. Troubleshoot issues related to agency specific applications and web applications</div>
<div><br>
viii. Provide technical support for mobile devices, such as iPads, iPhones, Android devices and tablets</div>
<div><br>
ix. Collaborate with the IT leadership team to select and implement cost-effective technology for District</div>
<div><br>
x. Maintain service level agreements related to both Call Center and Desk Side support Service/Incident requests</div>
<div><br>
xi. Work with other technical teams to coordinate multi-tiered technical support for outages, widespread security incidents</div>
<div><br>
xii. Adhere to all Enterprise-wide security policies related to security and integrity of District-owned Resources</div><div><br>
<br>
</div><div><b>Candidate Skills Matrix:</b></div>
<div></div>
<div><i>Following sections are to be filled by the candidate:</i></div>
<div></div>
<div><b>Skills</b> | <b>Required/Desired</b> | <b>No. of Years</b> | <b>How many years of experience candidate has?
</b><br>
Bachelor&rsquo;s degree in IT or related field or equivalent experience | Required | 5 |
<br>
Customer service support experience in either a face to face or phone support role. | Required | 2 |
<br>
Excellent written and verbal communication skills in a professional setting | Required | 2 |
<br>
Provide technical support to computer system users by telephone, email, and etc. | Required | 1 |
<br>
Maintain computers, systems, and printers in a professional setting | Required | 1 |
<br>
Expertise in supporting desktop operating systems (Windows 10, 11, and Mac OSX 10.10.x) | Required | 1 |
<br>
Install and troubleshoot computer operating systems (Windows 10, 11, and Mac OSX 10.10.x) | Required | 1 |
<br>
Experience providing technical support in a call center environment where the candidate received multiple calls at once. | Required | 1 |
<br>
Provide customer-oriented results and build an efficient end-user support environment. | Required | 1 |
<br>
Experience with basic Active Directory functions such as account creations, password resets, and OU Management | Required | 1 |
<br>
Knowledge of Microsoft Office Suite (Office 365) | Required | 1 |
<br>
A Microsoft Certifications: MCP, Windows, 10, CompTIA A+ etc. | Highly desired | |</div><br>
<div></div>
<div></div>
<div><b>Background check:</b>
</div>
<div></div><ul><li>Extensive criminal history background check will be required. We cannot submit candidates with recent histories (go back seven years) of extensive driving, drug, robbery or any other illegal activity. Any criminal activity on the background check will eliminate the candidate from consideration. If selected, please make certain that you inform all candidates that they will have to complete this criminal background check prior to starting. NATIONAL background checks are required; Federal background checks are NOT compliant under this contract. A national background check is a national criminal background check that pulls criminal records from State and County Courts in almost every US State.</li></ul></div></div>

OCTO - Helpdesk Specialist Entry

Able Services

<div><div>The Help Desk Agent provides frontline customer service and technical support at the on-site International Monetary Fund (IMF) call center. This role is responsible for answering incoming calls, assisting staff and external callers, troubleshooting issues, and ensuring timely and professional resolution of requests. Reliability, flexibility, clear communication, and adherence to call center protocols are essential.</div>
<div></div>
<div>Pay: $22.00 per hour (USD)</div>
<div>The pay listed is the hourly range or the hourly rate for this position. A specific offer will vary based on applicant&rsquo;s experience, skills, abilities, geographic location, and alignment with market data.</div><br>
<div></div>
<div></div><div>Benefit Information:
</div><div>ABM offers a comprehensive benefits package. For information about ABM&rsquo;s benefits, visit ABM Team Member</div>
<div>Benefits \u007C Front Line Team Members \u007C (Programa de Beneficios de ABM)</div><br>
<div></div>
<div></div>
<div>Work Environment and Scheduling:</div>
<div></div>
<div>This position is on-site at the IMF call center. Work schedules may vary and can include shifts, holidays, and schedule adjustments based on operational demands. Flexibility with scheduling is a requirement of this role. Mon-Fri role.</div>
<h3 class="jobSectionHeader"><b>Responsibilities</b></h3><ul>
<li>Answer incoming calls promptly and professionally</li>
<li>Provide accurate information, guidance, and issue resolution</li>
<li>Log, track, and update calls and incidents in the ticketing system</li>
<li>Escalate issues according to established procedures</li>
<li>Maintain constant availability during scheduled shifts</li>
<li>Demonstrate flexibility with assigned schedules, shifts, and coverage needs</li>
<li>Follow IMF, ABM, and call center policies and procedures</li>
<li>Communicate effectively with supervisors and team members</li>
<li>Maintain confidentiality and professionalism at all times</li>
<li>Participate in training and quality assurance initiatives</li>
</ul><h3 class="jobSectionHeader"><b>Qualifications
</b></h3><ul><li>High school diploma or equivalent required</li>
<li>Previous call center or customer service experience preferred (2+ years preferred)</li>
<li>Strong verbal and written communication skills</li>
<li>Ability to multitask in a fast-paced environment</li>
<li>Dependable attendance and punctuality</li>
<li>Willingness to work flexible schedules, shifts, and holidays as required</li>
<li>Basic computer and data entry skills</li></ul><br>
<div></div>
<div></div><div>Additional Responsibilities Disclaimer:</div>
<div></div>
<div>This job description is not intended to be all-inclusive. The employee may be required to perform other duties as assigned to meet operational, organizational, or client needs.</div>
<p>
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.</p></div>

Help Desk Agent / Call Center Specialist

Howard University Hospital

<div><h2 class="jobSectionHeader"><b>Telecommunications Administrator</b></h2><p><b>
Howard University Hospital &ndash; Washington, DC</b></p><h3 class="jobSectionHeader"><b>
Role Summary</b></h3><p>
Howard University Hospital is seeking an experienced <b>Telecommunications Administrator</b> to manage and support the hospital&rsquo;s enterprise voice and communication systems. This role ensures the reliability, security, and performance of critical telecommunications infrastructure&mdash;including VoIP, PBX, call center technologies, and paging systems&mdash;that support clinical operations, patient communication, and hospital-wide coordination.</p><p>
The Telecommunications Administrator works closely with clinical departments, IT infrastructure teams, and external vendors to maintain mission-critical communication systems that operate in a 24/7 healthcare environment.</p><h3 class="jobSectionHeader"><b>
What You&rsquo;ll Do</b></h3><ul><li>
Administer and maintain enterprise telecommunications systems including VoIP, PBX, voicemail, call recording, and call center platforms</li><li>
Configure and optimize SIP trunks, call routing, dial plans, and extensions</li><li>
Monitor telecommunications system performance and resolve issues</li><li>
Implement firmware updates, patches, and backups according to change management procedures</li><li>
Serve as the primary liaison with telecommunications vendors and service providers</li><li>
Provide end-user support and training for hospital staff</li><li>
Collaborate with network and security teams to integrate telephony systems with hospital IT infrastructure</li><li>
Maintain documentation including call flow diagrams and system inventories</li><li>
Generate reports and analytics on telecommunications performance and usage</li><li>
Ensure compliance with HIPAA, Joint Commission standards, and hospital security policies</li><li>
Participate in disaster recovery planning and emergency communication testing</li><li>
Evaluate emerging telecommunications technologies</li></ul><h3 class="jobSectionHeader"><b>
Required Qualifications</b></h3><p><b>
Education</b><br>
Bachelor&rsquo;s degree in Telecommunications, Information Technology, Computer Science, or a related field required.</p><p><b>
Experience</b><br>
Minimum 3&ndash;5 years of experience managing enterprise telecommunications or unified communications systems.</p><p><b>
Technical Skills</b></p><ul><li>
Experience supporting VoIP platforms such as Cisco Unified Communications Manager, Avaya Aura, Mitel, or similar</li><li>
Knowledge of SIP trunking, call routing, QoS, and TCP/IP networking</li><li>
Familiarity with call center technologies including IVR and ACD</li><li>
Knowledge of telecommunications cabling standards and network topology</li><li>
Understanding of HIPAA security requirements in healthcare</li></ul><p><b>
Preferred Certifications</b></p><ul><li>
Cisco CCNA Collaboration / Voice</li><li>
Avaya Certified Implementation Specialist</li><li>
CompTIA Network+ or Security+</li></ul><h3 class="jobSectionHeader"><b>
About Howard University Hospital</b></h3><p>
Howard University Hospital is a nationally recognized academic medical center located in Washington, DC and serves as the primary teaching hospital for Howard University College of Medicine.</p><h3 class="jobSectionHeader"><b>
What We Offer</b></h3><ul><li>
Competitive compensation and benefits</li><li>
Professional development opportunities</li><li>
A collaborative environment supporting innovation and patient care</li></ul><h3 class="jobSectionHeader"><b>
Position Details</b></h3><p><b>
Department:</b> IT Technology Services<br>
<b>Reports To:</b> Director of Infrastructure<br>
<b>Location:</b> Washington, DC<br>
<b>Status:</b> Full-Time<br>
<b>FLSA Status:</b> Exempt</p><h3 class="jobSectionHeader"><b>
Pay + Schedule</b></h3><p>
Salary will be determined by the Compensation Department and based on experience, education, internal equity, and organizational guidelines.</p><h3 class="jobSectionHeader"><b>
Compliance Statements</b></h3><p><b>
Culture of Care</b><br>
Howard University Hospital supports a Just Culture that promotes accountability, learning, and patient safety.</p><p><b>
Equal Opportunity Employer</b><br>
Howard University Hospital is an Equal Opportunity Employer and does not discriminate on the basis of protected characteristics.</p><p><b>
Reasonable Accommodation</b><br>
For accommodation requests during the application process please contact <b>HUHLA@huhosp.org</b>.</p><p><b>
Pay Transparency</b><br>
Compensation is determined based on experience, education, internal equity, and other relevant factors.</p><p><b>
Disclaimer</b><br>
This description outlines the general nature of the role and is not an exhaustive list of duties.</p></div>

Telecommunications Administrator

DC Department of Human Resources

<div>
 <strong>
  Job Summary
  <br/>
  <br/>
 </strong>
 This position is located in the Office of Unified Communications (OUC), Non-Emergency Operations Division. OUC consolidates the emergency 911, non-emergency, and 311 call activities from the Metropolitan Police Department (MPD), DC Fire and Emergency Medical Services Department (DCFEMS) and customer service operations which connects residents and visitors to essential government services, numbers, and information.
 <br/>
 <br/>
 <strong>
  Duties &amp; Responsibilities
  <br/>
  <br/>
 </strong>
 Responsible for planning, organizing, controlling, and exercising managerial responsibility on an assigned shift, creating, and implementing standard operating procedures applicable to call center operations. Provides management and oversite to the Call Center Operations supervisors and staff that are responsible for engaging, in answering and processing calls for persons requesting city services, information, and inquiries regarding city programs and or events. Establishes partnerships and build contacts with members of the public, and individuals in other D.C. Government agencies, Council Members, neighboring jurisdictions, and other Communications Divisions. Establishes call center objectives, provides the staff with opportunities to gain additional knowledge of services, and troubleshooting techniques by assessing and recommending relevant trainings that enhance and support the operation.
 <br/>
 <br/>
 Analyzes call center data and focuses on improving performance and processes to better support customers.
 <br/>
 <br/>
 Responsible for identifying opportunities for improvement and collaborating with key stakeholders to develop action plans to improve and support implementation of process changes. Tracks and evaluates success of process changes and communicate results of changes to leadership. Monitors staff performance, work operations, and resolves operational problems to ensure unit operates efficiently and effectively to meet performance measures. Ensures that calls for service are answered in a prompt, courteous, professional, and accurate manner. This position makes recommendations for training. Serves as a liaison to District agencies. Duties of this position will also include but are not limited to project management, public relations/community engagement, and technical application insight.
 <br/>
 <br/>
 <strong>
  Specialized experience:
 </strong>
 Experience which is directly related to the position which has equipped the individual with the knowledge, skills, and abilities to successfully perform the duties of the position. To be creditable, the incumbent must possess at least one (1) year of specialized experience equivalent to the next lower grade level in the normal line of progression.
 <br/>
 <br/>
 Experience in supervising a call center to include call center operations, staffing, technology, and tracking service levels is highly preferred.
 <br/>
 <br/>
 <strong>
  Working Conditions/Environment
  <br/>
  <br/>
 </strong>
 The work involves everyday risks or discomforts that require normal safety precautions typical of such places as offices and training rooms. The work is performed in an office or call floor setting.
 <br/>
 <br/>
 <strong>
  Other Significant Facts
  <br/>
  <br/>
 </strong>
 <strong>
  Tour of Duty:
 </strong>
 Schedule hours vary. This position is designated as Emergency (essential personnel). The incumbent may be required to either report to work, stay at work or telecommute when the government is closed, when employees are dismissed early, when there is a declared emergency or during a period of non-emergency as the duties performed by this position are critical to continuity of government operations.
 <br/>
 <br/>
 <strong>
  Duration of Appointment:
 </strong>
 Management Supervisory Service (at-will)
 <br/>
 <br/>
 <strong>
  Promotion Potential:
 </strong>
 No known promotion potential
 <br/>
 <br/>
 <strong>
  Pay Plan, Series and Grade:
 </strong>
 MS-0301-13
 <br/>
 <br/>
 <strong>
  Collective Bargaining Unit
 </strong>
 : This position is not in the collective bargaining unit.
 <br/>
 <br/>
 <strong>
  Position Designation:
 </strong>
 This position has been designated as
 <strong>
  Security Sensitive
 </strong>
 therefore the incumbent of this position will be subject to enhanced suitability screening pursuant to Chapter 4 of DC Personnel Regulations, Suitability and as such, incumbents of this position shall be subject to criminal background checks, background investigations, and mandatory drug and alcohol testing, as applicable.
 <br/>
 <br/>
 <strong>
  Emergency Designation
 </strong>
 : This position is designated as Emergency or Essential pursuant to Chapter 12 of the D.C. personnel regulations, Hours of Work, Legal Holidays, and Leave.
 <br/>
 <br/>
 <strong>
  Residency Preference:
 </strong>
 When claiming residency preference, you are required, and must agree in writing, to maintain bona fide District residency for a period of seven (7) consecutive years from the effective date of employment. You will be required to present documents (proofs) to show District residency and failure to maintain bona-fide District residency for the seven-year (7-year) period will result in forfeiture of employment.
 <br/>
 <br/>
 <strong>
  Equal Employment Opportunity:
 </strong>
 The District of Columbia Government is an Equal Opportunity Employer. All qualified candidates will receive consideration without regard to race, color, sex (including pregnancy), national origin, religion, age, marital status, personal appearance, sexual orientation, gender identity or expression, family responsibilities, matriculation, political affiliation, genetic information, disability, status as a victim or family member of a victim of domestic violence, a sexual offense, or stalking, or any other legally-protected status within the limits imposed by applicable District and federal laws and regulations.
</div>


311 Call Center Operations Manager

NuAxis Innovations

<div><div><p><b>We are a federal IT company on a mission to make customer experience (CX) the center of every government solution.</b></p><p><b>
Technology is our Passion. People are our Purpose.</b></p><p>
We know tech, but we love people. NuAxis is home to thinkers and feelers; engineers and artists. We work hard and support each other along the way. Teamwork is more than just a buzzword for us, it&rsquo;s a state of mind.</p><p>
We believe happy employees do amazing work, so join our team NOW! We are currently seeking a talented and motivated <b>Call Center Analyst - HR Desk</b> for a Full-Time position.</p><p><b>
Job Summary:</b></p><p>
We are currently seeking a Human Resources Service Center Analyst (HR - SCA) for a full-time position. This role is largely responsible for providing remote customer support for Federal Government systems and applications. Support for these systems is primarily provided over the phone and through electronic communications such as email and fax. We are looking for a highly competent, customer service-oriented, and motivated individual to fill this role.</p><p><b>
Essential Functions:</b></p><ul><li><p>
Some of the primary responsibilities of this role include:</p></li><li><p>
Handling incoming phone requests from customers</p></li><li><p>
Handling incoming electronic requests (Chat, Email, and Fax) from customers</p></li><li><p>
Creating, tracking, and resolving Human Resources (HR) application incidents and service requests.</p></li><li><p>
Fulfilling customer requests in a timely manner to meet Service Level Agreements (SLAs)</p></li><li><p>
Researching customer requests to ensure accurate information and resolutions are provided</p></li><li><p>
Escalating customer requests that cannot be handled at the Service Center to the appropriate support team</p></li><li><p>
Using customer service skills to clarify customer issues and requests to ensure proper resolution or escalation</p></li><li><p>
Creating, updating, and retiring service center knowledge documentation</p></li><li><p>
Attend and participate in team meetings to surface and discuss process improvements and service offering changes</p></li></ul><p><b>
Education:</b></p><ul><li><p>
High school diploma or equivalent. Bachelor's Degree preferred.</p></li><li><p>
HDI Analyst Certification (e.g. CSA, SCA, DST, etc.) - required within 90 business days of hire</p></li></ul><p><b>
Knowledge Requirements:</b></p><ul><li><p>
Critical thinking skills</p></li><li><p>
Active listening skills and effective communication strategies</p></li><li><p>
Enterprise ticketing application experience - BMC Remedy Service Management experience preferred</p></li><li><p>
Human Resource application support experience preferred</p></li></ul><p><b>
Experience:</b></p><p>
Two (2) + years of customer service experience. Service desk or call center experience preferred.</p><p><b>
Does this opportunity sound like a fit for you? If so, join our talent community and click to apply now!!</b></p><p><b>
Our Profile:</b></p><p>
We are an IT company with a unique mission&mdash;to make people the center of every federal IT solution. Our technologists have always gone the extra mile to help our federal clients succeed. And over the years, we saw a growing disconnect in how federal IT initiatives were built and managed. Time after time, programs failed because the focus was on the tools and products and not the people using them. <b>Learn More</b><b>.</b></p><p>
NuAxis is an Equal Opportunity Employer. Employment is contingent upon successful completion of a background investigation. <b>Learn More</b> about our Benefits and Culture!</p></div></div><p></p>

Call Center Analyst - HR Desk

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