Call Center Operator

Location: Bethesda MD

Call Center Operator

Systems Integration Inc. (SII) is a leading provider of customer experience cloud-based services and managed IT solutions. We are seeking Call Center Operators for handling inbound and outbound calls for a government contact center in the healthcare/medical domain across a 24x7x365 environment providing accurate information resolving customer inquiries and delivering high-quality customer service. This role supports daily call center operations by following established procedures documenting interactions and escalating issues as needed to ensure smooth and efficient service delivery.

Key Responsibilities:

• Handle incoming calls promptly professionally and in accordance with service standards.
• Provide accurate information address customer questions and resolve routine issues.
• Document all customer interactions inquiries actions taken and resolutions in the appropriate system.
• Follow established scripts workflows and operational procedures to ensure consistency and compliance.
• Escalate complex sensitive or unresolved issues to the Team Lead or Supervisor for further handling.
• Maintain a high level of accuracy when entering updating or verifying customer data.
• Meet or exceed performance metrics such as call quality handle time adherence and customer satisfaction.
• Participate in training team meetings and ongoing skill development activities.
• Support process improvements by identifying trends or recurring customer issues.

Qualifications:

• High school diploma or an associate degree.
• Approximately two (2) years of call center experience is preferred.
• Strong customer service skills with the ability to listen actively and communicate clearly.
• Computer proficiency including navigating multiple applications simultaneously.
• Ability to follow structured procedures and maintain attention to detail.
• Telephony experience including exposure to call routing systems ACD platforms or softphone tools.
• Experience using CRM or ticketing systems to document customer interactions.
• Ability to manage a high call volume while maintaining professionalism and accuracy.
• Strong problemsolving skills and the ability to remain calm under pressure.
• Excellent interpersonal skills and a customerfocused mindset.
• Ability to work both independently and as part of a team in a fastpaced environment.

Must be able to pass a federal background check going back 7 years without felonies. Must be able to pass a federal credit check.