Call Center Operator

Terrestris Global Solutions • Bethesda, MD

1d

About The Position

Are you looking for a Challenge? Looking for an innovative organization and the opportunity to learn and grow professionally? We can help! We are seeking a reliable and detail-oriented Call Center Operator to support emergency communication services for the National Institute of Health (NIH) Call Center at the Center for Information Technology (CIT) in Bethesda, MD. This role is critical in ensuring timely and accurate response to both emergency and non-emergency calls while adhering to established protocols. I’ve never heard of Terrestris. What do you do? At Terrestris, we leverage technology to create better mission outcomes through better human performance. We form strong client and team relationships through transparency and strive to create an environment where our team can let their excellence shine through. By finding, developing, and incorporating new ideas, we provide memorable services. Rooted in the USMC values of honor, courage, and commitment, Terrestris seeks to deliver extraordinary value to the American people by helping the Government become more efficient and effective. So, what will the Call Center Operator at Terrestris do? As a Call Center Operator , you will serve as the first point of contact for incoming communications, managing high-volume calls and ensuring timely, accurate handling of both emergency and non-emergency requests while adhering to established protocols and delivering exceptional customer service. Hours for this role are M-F, 8 hours per day plus breaks covering one of five shift options (7am - 4p, 8am – 5pm, 9am – 6pm, 3pm - 11pm, 11pm - 7am)

Requirements

• Authorization to work in the United States permanently without sponsorship.
• High school diploma or equivalent
• Minimum 2 years of call center or customer service experience
• Strong verbal communication skills
• Ability to work in a fast-paced, high-volume environment

Nice To Haves

• Telephony or switchboard experience
• Experience in medical or emergency call centers
• Familiarity with Avaya or similar systems

Responsibilities

• Answer and process high-volume inbound/outbound calls.
• Perform emergency call handling, paging and notification services, and directory assistance and call routing.
• Support implementation of TTY services for hearing-impaired callers.
• Use call center systems for call routing, messaging, and scheduling.
• Maintain accurate logs and documentation.
• Support implementation of language interpretation services.
• Follow all emergency and non-emergency protocols.

Benefits

• We offer outstanding benefits including health, financial, and retirement benefits, as well as paid leave, professional development, tuition assistance, and work-life programs.
• Our award programs acknowledge employees for exceptional performance and superior demonstration of our service standards.
• Full-time and part-time employees working at least 20 hours a week on a regular basis are eligible to participate in our benefit programs.
• Other offerings may be provided for employees not within this category.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 1-10 employees