Call Center Representative

Briljent is seeking seven Call Center Representatives to support a long-term, remote customer service program.

Call Center Representatives will assist customers and program participants by answering questions, providing accurate information, documenting interactions, and helping callers navigate program processes. The successful candidate will be professional, patient, dependable, and comfortable assisting individuals who may be experiencing challenging circumstances.

This position operates on Pacific Time. We are only considering candidates who can consistently work the required Mountain time schedule.

Duties and Responsibilities

• Respond to inbound calls and other customer inquiries professionally and promptly.
• Provide accurate information regarding program services, application procedures, documentation requirements, and general guidelines.
• Assist customers with navigating program processes and understanding their next steps.
• Review available account or application information and provide appropriate status updates.
• Accurately document customer interactions, questions, and resolutions in designated systems.
• Follow approved scripts, procedures, escalation protocols, and quality standards.
• Identify questions or issues requiring additional assistance and escalate them appropriately.
• Maintain confidentiality and protect customers’ personal and sensitive information.
• Meet established expectations for attendance, call quality, productivity, documentation, and customer service.
• Participate in required training, coaching sessions, team meetings, and program updates.
• Adapt to changes in call volume, program procedures, and seasonal staffing needs.
• Perform additional job-related duties as assigned.

Requirements

• High school diploma or equivalent
• Previous customer service, call center, administrative, or public-facing experience preferred.
• Ability to consistently work all assigned hours and complete required training according to a Pacific Time schedule.
• Strong verbal and written communication skills.
• Ability to communicate with empathy, patience, and professionalism.
• Comfortable working with computers, web-based systems, and multiple applications simultaneously.
• Strong attention to detail and the ability to document information accurately.
• Ability to follow established procedures and explain information clearly.
• Dependable attendance and punctuality.
• Ability to work independently in a remote environment while remaining engaged with the team.
• Reliable high-speed internet and a quiet, secure workspace suitable for handling confidential information.
• Experience supporting high-volume customer service operations, government programs, human services, or public assistance programs is preferred but not required.
  
  
  Physical Requirements & Environmental Conditions: An employee must meet these physical demands to successfully perform the essential functions of this job. Employee is regularly required to talk or hear, sit, stand, and utilize technology tools such as a laptop computer for extended periods of time. Specific vision abilities include close vision and the ability to adjust focus. This position requires the ability to occasionally lift up to 20 lbs. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  
  
  Briljent is a solutions-based company.  Solutions come from creative ideas; ideas come from being creative with differences.  Briljent believes diversity and inclusion are critical to the success of the company.  Employment at Briljent is based on merit and professional qualifications.  We do not discriminate against any employee or applicant because of race, creed, color, religion, gender, sexual orientation, national origin, disability, age, veteran status, marital status or any other basis protected by federal, state or local law, regulation or ordinance.