Contact Center Representative - Government Contracts

About Aspira's Federal Contact Center

RA CCS, LLC's Federal Contact Center handles sensitive federal contract communications every day, connecting with customers through phone, live chat, email, and virtual assistance to deliver fast, accurate, and secure support. Every interaction we manage helps our federal clients keep their promises to the people who depend on them.

As a Participant Services Representative, you'll be on the front lines of that mission — fielding inbound and outbound calls across multiple queues, guiding customers through inquiries, transactions, and services with precision and care. You'll thrive here if you take pride in hitting the mark: meeting SLAs, exceeding your KPIs, and following through on every commitment with the professionalism federal partners expect.

FYI

This position is located on-site at either our Frostburg, MD or Dallas, TX location, with the ability to work from home after six months of high performance.

The schedule for this position is 9:30am - 6:00pm EST (8:30am - 5:00pm CST), Monday - Friday.

The pay range for this position is $15.00 - $17.50.

Due to our contractual requirements, applicants must be U.S. Citizens. 

As part of our hiring process, candidates may be required to complete an identity verification check conducted through Checkr, a secure third-party service provider. This step helps confirm the authenticity of applicant identities and supports a fair, secure hiring process for all candidates.
By submitting your application, you acknowledge that you have read and understood this notice and consent to the potential inclusion of an identity verification step as part of the interview process.

Key Responsibilities

• Responds to various inbound and outbound calls, electronic chat, fax, customer emails, active tickets, etc., with pleasant telephone etiquette, the ability to effectively communicate information, provide inquiry resolution and escalation to callers per established processes, serve as a knowledgeable resource to callers utilizing company workflows and processes, and present caller-solutions in compliance with Company polices and position standards.
• Answers inquiries by clarifying, researching, locating, or processing desired information.
• Resolves problems by clarifying issues, researching and exploring answers and alternative solutions, implementing solutions, and escalating unresolved problems.
• Fulfills requests by clarifying desired information, completing transactions, and forwarding requests.
• Effectively carries out a series of work instructions within a call center environment without supervision to resolve customer inquiries, complaints, and needs promptly.
• Effectively transfers misdirected callers to appropriate parties via correct transfer processes.
• Seeks assistance, guidance, or decision-making from management to assist callers when needed.
• Properly documents all calls in compliance with call type documentation standards.
• Accurately completes all work when updating caller or customer accounts or system information.
• Responsibly adheres and achieves individual KPIs and quality assurance standards while supporting the achievement of department KPIs, SLAs, and services goals and objectives.
• Completes all Company training and coaching as assigned and within a reasonable timeframe.
• Maintains solid knowledge and compliance with Company procedures, employee handbook policies, specific call center policies including attendance, standards of conduct, etc.
• Ensures appropriate and proper communication with co-workers during shifts; properly handing off work or notifying management of call queue or client needs at shift end.
• Actively supports the department in achieving goals by practicing solid teamwork and providing best-in-class customer service to all callers.
• Supports the Federal Contact Center by completing other duties as assigned.

Qualifications

• Leads all facets of this position with excellent customer service.
• Maintains a courteous and professional manner which includes a calm and sophisticated disposition, not easily frustrated, stressed, or offended. Listens attentively to caller needs and demonstrates empathy.
• Builds rapport with callers by greeting them in a courteous, friendly, and professional manner using procedures learned during new-hire training.
• Demonstrated ability to provide a professional and friendly experience to both co-workers and callers.
• Demonstrated williness and ability to answer questions and solve customer problems.
• Incorporates integrity, detail-oriented attention, and genuine care for callers and caller’s needs within all interactions.
• Practices efficient communication and documentation practices; properly following Company verbal scripts, tasks as required, and ensuring need-to-know information, escalations, or follow-ups are effectively handled.Completes all tasks with ownership and accountability; invested in ensuring a callers receive best-in-class service from start to finish; properly hands work off at shift end.

Desired Hardware and Software Competencies

• Microsoft Suites Basic Level: familiar with suites in an office setting for email, presentations, etc.
• Call Center Software: Salesforce, Nice-inContact, Genesys.
• Technology Competencies: general internet skills including the ability to access/utilize various websites.

Desired Education and Experience

• High School Diploma with an Associate degree preferred.
• 1 – 2 years’ experience call center experience.
• 2 – 3 years’ customer facing customer services experience.
• Efficiency with Microsoft Suites, including: Word, Outlook, Excel, and PowerPoint.
• Proficient ability to type at greater than 50 words per minute, utilize computer resources including online applications, portals, and Company software, and perform tasks via telecommunication tools with a pleasant and comprehendible tone and enunciation.
• Previous experience with Salesforce and Nice-inContact beneficial.

Equal Employment Opportunity

RA CCS, LLC dba Aspira is an Equal Opportunity Employer. Aspira does not discriminate against any applicant or employee on the basis of race, color, religion, sex (including pregnancy, sexual orientation, and gender identity), national origin, age, disability, genetic information, military or veteran status, or any other characteristic protected by applicable federal, state, or local law, in any aspect of employment, including recruitment, hiring, compensation, promotion, discipline, and termination. Aspira is committed to providing reasonable accommodations to qualified individuals with disabilities and for sincerely held religious beliefs and practices, consistent with applicable law.