Contact Center Representative

CLASSIFICATION/STATUS: Full Time, 40 hours, Non-Exempt, Temporary

WORK LOCATION: Hybrid – Lawrence, MA

DEPARTMENT: CSD - Contact Center

REPORTS TO: Associate Director, Contact Center

JOB LEVEL: 1 - Foundational

AREAS OF OVERSIGHT: Customer Service, Case Management, & Other Administrative Functions

SUPERVISORY RESPONSIBILITIES: No direct reports

WHO YOU ARE: 

YOUR ROLE & IMPACT AT ASG

As part of a purposeful team at Archipelago Strategies Group, Inc. (ASG), a full-service marketing agency that specializes in impactful social marketing, the Contact Center Representative plays a critical role in delivering exceptional customer service and case management support. The Representative is responsible for executing advanced administrative functions and providing compassionate assistance to the public in navigating complex and sensitive cases. With a focus on problem-solving, discretion, and adherence to regulatory guidelines (covered in training), this role requires a professional with a proven track record in customer support and case management. The Contact Center Representative serves as a trusted point of contact for clients, fostering meaningful relationships, delivering exemplary service, and advancing ASG’s mission with integrity and dedication.

YOUR RESPONSIBILITIES

• Obtain client information through phone, chat, email, mailing, and other customer service communication channels; conduct in-depth interviews and meetings with clients; verify and analyze information with a high level of accuracy.
• Assess program eligibility with an advanced understanding of client information against requirements.
• Provide comprehensive explanations of procedures to clients; answer inquiries; supply detailed information; handle specialized cases or case lists as assigned by management.
• Uphold and enhance quality results by strictly adhering to department standards and guidelines; propose process improvements.
• Efficiently manage high volumes of inbound and outbound communications professionally.
• Conduct virtual or in-office meetings with clients as needed.
• Implement advanced communication scripts and policies when dealing with various topics.
• Maintain the utmost confidentiality in all client interactions, ensure high integrity and ethics, and adhere to conflict-of-interest processes on a daily basis. 
• Achieve personal/team qualitative and quantitative goals.
• Participate in professional in-person events (as needed).
• Utilize CRM and database systems (ex: Salesforce) to monitor and evaluate applicant success rates critically.
• Coordinate mail processing and outbound correspondence tasks.
• Cross training for backup and volume needs, as necessary, appeals, training, mail process, outbound correspondence, special projects.
• Perform additional duties as assigned, demonstrating flexibility and adaptability to contribute effectively to the overall success of the organization.    

YOUR MINIMUM QUALIFICATIONS

• High school diploma; Associate’s degree preferred.
• 2 years of experience in a professional customer support role with a proven ability to problem-solve.
• Experience with enrollment in health, education, housing, or government programs strongly preferred.
• Advanced proficiency with intake databases or customer relationship management systems (CRM); Salesforce experience a plus.
• Skilled in data entry with precision and attention to detail.
• Reliable home internet access, and ability to operate a telephone and computer.
• Bilingual proficiency is a plus, especially in English and Spanish, Portuguese, or Haitian Creole.
• Advanced verbal and written communication, including excellent phone etiquette and active listening skills.
• Strong interpersonal and people skills, with a focus on delivering premium customer service.
• Empathy, adaptability, and the ability to build rapport with diverse personality types.
• Exceptional organizational skills, with the ability to multitask, prioritize, and manage time effectively.
• Professional demeanor and dedication to upholding high standards of service.
• Commitment to promoting community initiatives and fostering inclusivity.
• Flexibility to work occasional evenings and weekends during project peaks, with additional compensation.
• Willingness to travel for infrequent meetings as needed.

YOUR COMPETENCIES AND TRAITS

• Communication: must communicate complex information clearly and concisely, actively listens and engages in feedback loops to ensure understanding, and adapts communication style to diverse audiences to foster collaboration and alignment across teams
• Reliability: must consistently deliver high-quality results by managing tasks effectively, meeting deadlines, and proactively solving obstacles to ensure team objectives are met
• Quality Work: must consistently produce high-quality work with meticulous attention to detail, actively incorporating feedback to maintain alignment with quality standards
• Problem Solving & Decision Making: must demonstrate analytical and creative thinking to efficiently resolve issues, using data-driven and innovative approaches to develop solutions and make informed decisions by evaluating information and weighing risks and benefits
• Flexibility: must quickly adjust to changes in tasks, priorities, or work conditions with a positive attitude, embracing new challenges and continuously learning to enhance performance and actively contribute to team success
• Collaboration:  must effectively work with others to achieve common goals by actively listening, communicating openly, and valuing diverse perspectives to enhance team performance, demonstrating a commitment to shared objectives and actively contributing in a positive manner

WHO WE ARE & WHAT WE DO

Archipelago Strategies Group (ASG), established in 2013, specializes in impactful social marketing to change behaviors. Our comprehensive services encompass in-house communications, marketing, creative, community outreach, and contact center teams.  Our mission is to deliver “marketing with purpose” and we pride ourselves on our people-centric, multilingual, and bold strategies. We aim to provide trusted information and resources to those who need it most. Our campaigns are not only effective but also culturally resonate, creating a personal connection with our audience. With our clients, we have increased access to health care, education, and economic opportunities in Massachusetts, New England, and across the nation.  

ASG is a certified minority, woman and LGBTQ-owned business enterprise. Our team is also culturally diverse, and a majority of our staff are multilingual, enabling ASG to connect with key stakeholders in their native languages. ASG’s approach has proven successful for a wide range of over 200 clients with projects implemented in more than 15 languages. ASG has received accolades such as the U.S. SBA’s Minority-Owned Small Business of the Year and recognition as one of Massachusetts’s “Fast 50” growing private companies in the Boston Business Journal. With ambitious growth goals, we aim to expand our offerings both operationally and geographically, so that we can continue to purposefully impact diverse communities through our social marketing.

OUR PROMISE

If you are passionate about working for a growing organization that values authenticity, passion, helping others, diversity, and inquisitiveness, you will find your career rewarding and impactful at ASG.  As Contact Center Representative, you will be part of a dynamic team and will find a partner in your career path goals and trajectory!

OUR BENEFITS & PERKS

• Base Salary: Hourly rate for this position is commensurate with experience - $18.75-$22.00/hour
• Company Holidays: 12 Company Holidays 
• Health Plans: Choose from an array of high-quality plans for you and your family.
• Employer Paid Life and Long-Term Disability Insurance
• Professional Development: In-house training, annual organizational retreats, and more!
• Hybrid Workplace: Enjoy a hybrid workplace, with flexible working arrangements
• Amenity Filled Work Location: access to an onsite restaurant, day care services, ample parking, and access to public transportation (commuter rail and bus lines within walking distance)

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the incumbent for this position. Duties, responsibilities, and activities may change at any time with or without notice.  

ASG is strongly committed to diversity and a workplace environment that respects, appreciates and values employee differences and similarities.  By providing and supporting a work culture that fosters and builds upon diversity and its strengths, ASG will better serve our clients and communities through its services. ASG is an employment at-will organization and an equal opportunity employer committed to maintaining a work environment free from discrimination on the basis of age, amnesty, ancestry, color, creed, disability, gender, gender identity, gender expression, genetic information, marital status, national origin, pregnancy, race, religion, sex, sexual orientation,  covered veteran status, national guard or reserve unit duty obligations, or any other category protected by law (“protected class status”) and in accordance with applicable federal, state, and local laws. ASG complies with applicable federal, state, and local laws governing non-discrimination in employment.

ASG participates in the E-Verify program and upholds candidates and employee rights. Additionally, ASG complies with federal and state disability laws and makes reasonable accommodations for applicants and employees with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, or any additional information on the content above, please contact People Operations by email at people@discoverasg.com.

Salary : $19 - $22