What are the responsibilities and job description for the Contact Center Representative position at National Electrical Benefit Fund?
SUMMARY – The representative will ensure that all applicants, recipients, spouses, attorneys, or other member representatives receive extraordinary service when he or she is communicating with the NEBF via phone, fax, written correspondence, or email. The representative may contact the recipient by phone or mail and in each communication provide empathetic and efficient service.
ESSENTIAL FUNCTIONS
- Answer incoming phone calls
- Document phone calls in Sharepoint
- Provide information to callers from Sharepoint and 2200
- Navigate and provide accurate information regarding the NEBF and NEAP websites
- Monitor incoming calls and calls waiting via Taske
- Receive and respond to incoming emails from NEBF and NEAP websites
- Pick up and handle messages from Nightline
- Route calls to appropriate individual or department when necessary
- Send a fax via RightFax when requested by the caller
- Print 1099R’s and NEAP Statements when requested by the caller
- Perform special projects as requested by management
NON-ESSENTIAL FUNCTIONS
- Create Binbook letters related to phone calls
- Employer Indexing
- Process returned mail from various mailings
- Input change of address in the NEAS
- Enter new participant information in the NEAS
- Prepare new participant packages
- Calculate estimates using the Expert System
EQUIPMENT REQUIRED
Personal computer, keyboard, multi-line telephone, electronic calculator, printer/copy machine, RightFax
PERFORMANCE STANDARD
Ability to handle a high volume of telephone calls with an average daily talk time not to exceed 4 minutes (240 seconds) overall accurately, efficiently and courteously
Job Type: Full-time
Pay: $33.10 per hour
Expected hours: 9 per week
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Parental leave
- Vision insurance
- Work from home
Work Location: Hybrid remote in Rockville, MD 20850
Salary : $33