Job Details

** This is an onsite position. You must reside in the Houston, Texas area. **

Job Summary

The Contact Center Representative serves as a primary point of contact for customers, providing timely, accurate, and professional support via phone, email, and/or chat. This role is responsible for addressing inquiries, resolving issues, and delivering an excellent customer experience while meeting quality and performance standards.

Key Responsibilities

• Handle inbound and/or outbound customer interactions in a professional and courteous manner
• Respond to customer inquiries regarding services, products, accounts, or policies
• Accurately document customer interactions and updates in the system
• Resolve customer concerns efficiently while adhering to established guidelines and procedures
• Escalate complex or unresolved issues to appropriate departments as needed
• Meet or exceed productivity, quality, and attendance metrics
• Maintain knowledge of policies, procedures, and system updates
• Comply with confidentiality, HIPAA, and data security standards (if applicable)

Required Qualifications

• High school diploma or equivalent required
• Previous contact center, customer service, or call center experience preferred
• Strong verbal and written communication skills
• Ability to navigate multiple systems and applications simultaneously
• Excellent problem-solving and customer service skills
• Reliable attendance and ability to work scheduled shifts

Preferred Qualifications

• Experience in healthcare, insurance, or financial services environments
• Familiarity with CRM or call center software
• Bilingual skills a plus

Skills & Competencies

• Customer-focused mindset
• Attention to detail and accuracy
• Time management and multitasking abilities
• Professional phone etiquette
• Ability to work independently and as part of a team