Customer Service Representative

Contact Center Services Representative

We are seeking a dedicated and professional Contact Center Services Representative to join our team. This role involves handling various customer service tasks while also taking on receptionist duties. The individual will ensure exceptional service to applicants, recipients, spouses, attorneys, and other member representatives through multiple communication channels such as phone, fax, written correspondence, and email.

Responsibilities:

• Serve as the receptionist, assisting in front desk duties.
• Ensure all communications with NEBF are empathetic and efficient.
• Answer incoming phone calls and document them in Sharepoint.
• Provide callers with accurate information from Sharepoint and 2200.
• Navigate and provide information regarding the NEBF and NEAP websites.
• Monitor incoming calls and calls waiting via Taske.
• Respond to emails from NEBF and NEAP websites.
• Handle messages from Nightline and route calls as necessary.
• Send faxes via RightFax and print requested 1099R's and NEAP Statements.
• Perform special projects as assigned by management.
• Create Binbook letters related to phone calls.
• Conduct employer indexing and process returned mail.
• Input change of address and enter new participant information in 2200.
• Prepare new participant packages and calculate estimates using the Expert System.

Essential Skills:

• At least 1 year of customer service experience.
• Receptionist experience.
• Proficiency in data entry and Microsoft Office Suite.
• Experience in handling inbound calls.
• Ability to type at least 40 words per minute.
• High level of professionalism in all interactions.

Additional Skills & Qualifications:

• Pension experience is a plus.
• Bilingual skills are advantageous.
• Ability to demonstrate accuracy, analytical skills, and excellent communication.
• Strong problem-solving abilities and teamwork.
• Flexibility and dependability in a dynamic environment.

Work Environment:

This position is 100% onsite with a 9 am to 5 pm schedule, including a half-hour or one-hour unpaid lunch break. The role is part of the Pension Services call center department, which consists of a team of 10-12 members. Once converted to a permanent position, the role will transition to a hybrid schedule.

Job Type & Location:

This is a Contract to Hire position based out of Rockville, MD.

Pay and Benefits:

The pay range for this position is $18.00 - $21.00/hr. Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)

Workplace Type:

This is a fully onsite position in Rockville, MD.

Application Deadline:

This position is anticipated to close on Dec 23, 2025.

About Aston Carter:

Aston Carter provides world-class corporate talent solutions to thousands of clients across the globe. Specialized in accounting, finance, human resources, talent acquisition, procurement, supply chain and select administrative professions, we extend the capabilities of industry-leading companies. We draw on our deep recruiting expertise and expansive network to meet the evolving needs of our clients and talent community with agility and excellence. With offices across the U.S., Canada, Asia Pacific and Europe, Aston Carter serves many of the Fortune 500. We are proud to be a ClearlyRated Best of Staffing® double diamond winner for both client and talent service. The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.