CALL CENTER AGENT-HYBRID-WASHINGTON, DC

Job DescriptionJob Description

CALL CENTER AGENT – WASHINGTON, DC – HYBRID SCHEDULE

Our client, a major non-profit association advocating for older adults, seeks a Call Center Agent for an 18-month contract assignment in Washington, DC.  The Call Center Agent provides first-level technical and customer service support, troubleshooting hardware, software, and communication issues, while managing a high volume of customer interactions. The role includes supporting the Organization's Driver Safety Program, assisting volunteers, participants, and course managers via phone and email, and coordinating onboarding, technical assistance, and compliance efforts. This position requires excellent multitasking, communication, and organizational skills, as well as proficiency in IT customer service and relevant technologies.

The hybrid schedule supports remote work on Monday and Friday and on-site Tuesday through Thursday in the Washington, DC office.

What You’ll Do

Customer Service & Communication
•    Respond to 30,000+ annual customer calls and 10,000+ emails, ensuring timely and accurate issue resolution.
•    Provide phone support Monday–Friday during business hours.
•    Manage course-related tasks, including creation, editing, and cancellations in the Organization’s Volunteer Portal (Salesforce).
•    Assist volunteers with reimbursements, approvals, and ordering course materials.
•    Facilitate participants' and volunteers' access to both in-person and virtual courses.
•    Resolve issues related to incomplete or missing course paperwork.
•    Process certificate replacement requests and manage returned check processing.
•    Coordinate system access and training material orders for volunteers.
•    Handle onboarding notifications, access credentials, and ad-hoc onboarding needs in coordination with leadership.

Technical Assistance
•    Provide individualized support to volunteers for portal access, course management, and reimbursements.
•    Use Zoom for advanced troubleshooting to expedite issue resolution.
•    Identify and address inefficiencies in processes, proposing and implementing workarounds as needed.

Back-Office Operations Support
•    Perform daily operational tasks, including course management and participant searches.
•    Manage USPS mail-related tasks, including tickets for complaints and materials replacement requests.

What You’ll Bring
•    High school diploma or higher.
•    3+ years in IT customer service, with a focus on call centers or help desk support.
•    Proficiency in basic IT tasks, including creating bookmarks, downloading files, and installing software.
•    Strong written and verbal communication skills.
•    Experience with Salesforce or similar ticketing systems.
•    Proficiency with Zoom or other virtual troubleshooting tools.
•    Ability to manage high-pressure situations while maintaining excellent service quality.
•    Strong multitasking and prioritization skills.

Qualified candidates are encouraged to apply!  Join a dedicated team supporting the Driver Safety Program and contributing to meaningful customer service experiences.
 

Company DescriptionPremier provider of talent to major organizations.Company DescriptionPremier provider of talent to major organizations.