Contact Center Representative III

The Standard

. Respond to Contact Center inquiries with personalized service and accurate product information using multiple computer and telecommunications systems .

Posted 10/9/2026full-timeRemote • United StatesJuniorMid-Level💰 $22 - $29 per hourWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in Contact Center operations, including problem-solving, process improvement, and effective communication. Proven ability to manage complex assignments and collaborate across teams while adhering to performance metrics.

Highest-signal resume keywords

Contact Center ExperienceGenelcoAWDAccess360Problem-Solving Techniques

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Eligibility DeterminationsTransaction AnalysisProcess EnhancementWorkflow ExecutionPerformance Metrics

Soft Skills

Strong JudgmentInitiativeCollaborationDe-Escalation Techniques

Tools & Technologies

CSRMyAccess

Certifications & Qualifications

High School DiplomaBondable

Industry Keywords

Customer-Focused InitiativesComplex EnvironmentHigh-Volume Transactions

About the role

Key responsibilities & impact

Respond to Contact Center inquiries with personalized service and accurate product information using multiple computer and telecommunications systems
Research, analyze, and resolve member transactions, including eligibility determinations, approvals, and communicating resolutions within established guidelines
Monitor, track, and follow up on assigned work
Prepare customized correspondence and make outbound calls
Escalate issues when service timeframes cannot be met
Apply problem-solving and de-escalation techniques to complex service issues
Use performance metrics and member feedback to improve service quality
Recommend process enhancements
Support division projects and customer-focused initiatives
Collaborate across teams while adhering to performance metrics

Requirements

What you’ll need

High School Diploma required
2+ years of Contact Center experience in a high-volume or complex environment
2+ years of experience with Genelco, AWD, Access360, CSR, and MyAccess
Broad experience as a skilled specialist with ability to contribute to process and technique development
Strong judgment and initiative to manage complex assignments and recommend solutions
Ability to define and improve procedures for project and workflow execution
Ability to work independently with minimal supervision
Experience facilitating work and leading or coordinating with teams
Ability to work 11:15am–8pm EST
Successful completion of criminal background investigation and employment, education, and licensing verification
Must be bondable

Benefits

Comp & perks

Medical, dental, and vision insurance
401(k) plan with matching company contributions
Annual incentive bonus plan
Paid time off including 11 holidays, 2 wellness days, and 8 volunteer hours annually
PTO increases with tenure
Career growth and advancement opportunities
Paid parental leave
Adoption/surrogacy assistance
Employee giving program with double-matched donations to eligible nonprofits and schools
Work-life balance support
Drug- and alcohol-free work environment