Job: Customer Service Agents

Title Customer Service Agents
Categories Clerical
Salary $10.30 per hour
Location Towson, MD
Job Information

Customer Service Agents needed for our government client in Towson, MD.    Agents will support call taking and dispatch duties center for various residential services.    Contract to hire positions.

Essential Duties:

  • Receives and evaluates calls from internal and external customers requesting information on services, procedures, activities, resources, and programs.
  • Assesses nature or urgency of the issue; determines and establishes priority of call; resolves the issue or escalates and/or transfers call to appropriate staff as necessary.
  • Identifies the type of service being requested by listening, asking relevant questions, evaluating information obtained, and determining services available to successfully handle the request.
  • Creates or researches customer information in the Customer Relationship Management (CRM) system; records information on all customer inquiries or problems; provides updates.
  • Follows system and department-specific procedures to create service requests and work orders.
  • Dispatches calls in accordance with established procedures and policies using a computerized dispatch system, including determining priority of calls and contacting and sending appropriate response unit.
  • Works with Language Lines service to communicate with non-English speaking callers.


  • Take and process a high volume of customer service calls in a professional and efficient manner.
  • Good communication skills.
  • Basic principles and practices of effective record keeping.
  • Previous experience in a call center or customer service office environment.
  • Typing speed of at least 35 wpm.
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