Contact Center Representative

Contact Center Representative

Addison Group is working with a mission-driven client in the nonprofit healthcare space to hire a Contact Center Representative to join their participant support team. This is a true contract-to-hire opportunity with strong conversion potential, professional development, and a collaborative work environment.

As a Participant Advocate, you will serve as the first point of contact for incoming member inquiries via phone and email. You will assist participants with benefit-related questions, claims explanations, and eligibility concerns while delivering a high level of customer care and professionalism.

Provide responsive and empathetic support to members over phone and email

Accurately explain benefits, claim decisions, and self-payment information

Verify participant eligibility and resolve inquiries with care and accuracy

Maintain call records and data entry in internal systems

Collaborate with internal departments and escalate issues as needed

Participate in training and support special projects as assigned

Navigate and guide members through the organization's online portals

Manage call queues and monitor incoming messages

1+ year experience in a high-volume call center or customer support role

Strong communication and active listening skills

Minimum typing speed of 40 WPM

Proficient in Microsoft Office Suite

High school diploma or equivalent required

Professional, dependable, and team-oriented mindset

Bilingual candidates a plus (please include in your submission)

Onsite work required : Rockville, MD office (5 days / week)

Overtime eligible

Background requirements : 7-year criminal check & 7-panel drug screen

Assessment required prior to interview : short essay, typing, math & scenario-based customer service questions

Interview process : Onsite assessment ? same-day interview ? final Zoom interview with leadership

Conversion salary : $28 / hour + union membership upon hire

Growth opportunity within a supportive, well-structured team

Excellent training and onboarding

Access to comprehensive benefits upon hire

Strong team culture and mission-driven environment

Addison Group is an Equal Opportunity Employer. Addison Group provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Reasonable accommodation is available for qualified individuals with disabilities, upon request.