Call Center Employee

1 month ago


Cumberland, United States Goldschmitt and Associates Full time
Job DescriptionJob DescriptionSalary:

Founded in 1998, Goldschmitt and Associates LLC (G&A) has grown from a one-man consulting firm to over 200 employees in 9 states and across 12 Federal Agencies. Specializing in Custom Computer Programming and Systems Design, Management Consulting and Business Support Services, Asset Management and Data Analytics, and Custom Training Development and Delivery, G&A is the #1 federal contractor in the VA/DC-Metro area, #2 provider of Information Technology services in America, and one of the top 50 fastest growing businesses according to the INC500. G&A was also named to the INC VET100 Top Fastest Growing Service-Disabled Veteran Owned Businesses and awarded the 2022 SECAF Award of Excellence. G&A could only have achieved this growth and success due to the outstanding support of what we like to call our “family” of talented personnel. To show our appreciation, we offer a diverse and inclusive environment with competitive benefits including flexible schedules and telework whenever the customer allows. 

 

Summary:

Goldschmitt is seeking Call Center Employees to assist customers with loan operations via the call center phone/operational system, respond to incoming calls and emails from customers, transfer calls to the appropriate department, and support order processing and order form compilation. The Call Center Employee will be required to ascertain critical issues to be escalated and must be able to effectively communicate the situation to their supervisor or other management.  


This position is onsite in Oakland, Maryland. 

 

Job Duties and Responsibilities: 

  • Maintain Command Center
    • Actively participate in training, and apply lessons learned in order to provide excellent customer service in accordance with SBA needs/scripts/guides etc.
    • Ensure phone is staffed properly each day
    • Respond to incoming calls and emails
    • Perform Real-time queue monitoring 
    • Monitor call flows, queues, and day-to-day operations to meet the needs of SBA and end-user
    • Use data analytics and user interviews to determine call trends that can be reported to SBA 
    • Implement any sudden program changes with agility, speed, and accuracy   
    • Rapidly escalate issues to supervisor/management as appropriate
    • Using QA and Operational data, ensure scripts, messaging, and other deliverables reflect the proper guidance and exhibit high quality with ease of use 
    • Apply process improvement techniques and CX strategies to ensure agent feedback is continuously incorporated in scripting to boost and continuously improve customer experience 
    • Use call scripts, messaging/email templates, desk guides
    • Provide consistent and accurate reporting protocols
    • Deliver daily and weekly comprehensive, reports of operations and quality results 
    • Produce detailed trend reports on an ad hoc basis to show historical, current, and/or cumulative call volumes, staffing, and customer inquiry information 
  • Additional duties as assigned 

 

Necessary Skills and Knowledge:

  • Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, governmental regulations, financial reports, and legal documents.  Ability to write reports, business correspondence, and procedure manuals.  Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public. Respond to inquiries or complaints from customers, agencies, or members of the business community. 
  • Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form. 

 

Minimum Qualifications:

  • Possess 6 months of related experience
  • Possess the ability to obtain and maintain a Public Trust clearance

 

Preferred Qualifications:

  • Possess prior experience supporting the Small Business Administration
  • Possess the ability to speak both English and Spanish fluently

  • Food Service Worker

    2 weeks ago


    Cumberland, United States University of Pittsburgh Medical Center Full time

    UPMC Western Maryland is looking for a part-time Food Service Worker! This is a limited-part time position, meaning the employee will work no more than 8 hours per week. This position will cover evening shifts from 4:00 pm to 8:30 pm 3 out of 4 weekends of the month (including rotating holiday shifts). Whether you are a food service professional looking for...


  • Cumberland, United States North American Partners in Anesthesia Full time

    Description The Cumberland Valley Surgery Center is a same-day, multispecialty surgery center based in Hagerstown, MD. It is the longest-serving facility of its type for the community. The center features two treatment rooms providing local/monitored anesthesia care, one operating room designed for procedures requiring general anesthesia, a...

  • Neurology Technician

    2 weeks ago


    Cumberland, United States University of Pittsburgh Medical Center Full time

    UPMC Western Maryland is seeking a Part-time Neurology Technician. This is a 20 hr/wk position that will work primarily 8:00 am - 4:30 pm; every other Saturday and will include every other Sunday and holiday rotation for on-call. The Neurology Technician will administer and monitor various modalities for neurology evaluation. Responsibilities: *...


  • Cumberland, United States Cumberland Comprehensive Treatment Center Full time

    Overview: Seeking: Substance Use Disorder Counselor - CSC-AD, CAC-AD, ADT, LGPC/LGADC, LCPC/LCADC Full Time Hours: Monday - Friday 5:30 AM - 2 PM with occasional Saturday mornings 6 AM - 10 AM Our Benefits: Quarterly Bonus Program Medical, Dental, and Vision insurance Competitive 401(k) plan Paid vacation and sick time Employer-paid clinical supervision...


  • Cumberland, United States Cumberland Comprehensive Treatment Center Full time

    OverviewSeeking: Substance Use Disorder Counselor - CSC-AD, CAC-AD, ADT, LGPC/LGADC, LCPC/LCADC Full Time Hours: Monday - Friday 5:30am-2:00p Occasional Saturdays 6:00am - 10:00a Our Benefits: Quarterly Bonus Program Medical, Dental, and Vision insurance Competitive 401(k) plan Paid vacation and sick time Employer-paid clinical supervision (free to...


  • Cumberland, Maryland, United States State of Maryland - DJS Green Ridge Youth Center Full time

    IntroductionTHIS IS A REPOST. PREVIOUS APPLICANTS NEED NOT REAPPLY.\r GRADE16�\r LOCATION OF POSITION\rGreen Ridge Youth Center\r10700 Fifteen Mile Creek Road\rFlintstone MD 21530\r Main Purpose of JobThe Mental Health Graduate Professional Counselor is the entry-level of professional counseling work, at the Licensed Graduate Professional Counselor level,...


  • Cumberland, MD, United States Cumberland Healthcare Center Full time

    Nurses are at the heart of our world-class, patient-centered standard of care. Day in and day out, they go the extra mile to make a lasting difference in the lives of our residents and their families. Travel that extra mile with a team that will encourage you to make a difference! Cumberland Healthcare Center is seeking PRN LPNs with heart, empathy, and a...

  • Food Service Worker

    2 weeks ago


    Cumberland, United States UPMC Full time

    **UPMC Western Maryland is looking for a part-time Food Service Worker! This is a limited-part time position, meaning the employee will work no more than 8 hours per week. This position will cover evening shifts from 4:00 pm to 8:30 pm 3 out of 4 weekends of the month (including rotating holiday shifts). Whether you are a food service professional looking...


  • Cumberland, Maryland, United States State of Maryland - MDH Local Health - Allegany County Full time

    Introduction\r GRADEASTD11\r LOCATION OF POSITIONMDH, Allegany County Health Department, Cumberland, MD\r Main Purpose of JobThis position is assigned the duties at the Allegany County Detention Center to provide general substance abuse treatment services for inmates of the detention center. This position will include completing evaluations, assessments,...

  • Food Service Worker

    4 weeks ago


    Cumberland, United States UPMC Life Changing Medicine Full time

    UPMC Western Maryland is looking for a part-time Food Service Worker! This is a limited-part time position, meaning the employee will work no more than 8 hours per week. This position will cover evening shifts from 4:00 pm to 8:30 pm 3 out of 4 weekends of the month (including rotating holiday shifts). Whether you are a food service professional looking for...

  • Representative I

    4 weeks ago


    Cumberland, United States US Tech Solutions, Inc. Full time

    Job Title: * Representative I - RX Comm Job location: Cumberland, RI 02864 Duration: 08 months Employment Type: W-2 Job Summary: The primary responsibilities are to verify insurance coverage for potential new clients. Additionally, this person will re-verify insurance coverage for existing patients in order to process patient prescription needs...


  • Cumberland, Maryland, United States State of Maryland - MDH Local Health - Allegany County Full time

    Introduction\r GRADE15\r LOCATION OF POSITIONMDH, Allegany County Health Department, Cumberland, MD\r Main Purpose of JobThis position is assigned the duties at the Allegany County Detention Center to provide general substance abuse treatment services for inmates of the detention center. This position will include completing evaluations, assessments,...


  • Cumberland, Maryland, United States State of Maryland - MDH Local Health - Allegany County Full time

    Introduction\r GRADE13\r LOCATION OF POSITIONMDH, Allegany County Health Department, Cumberland, MD\r Main Purpose of JobThis position is assigned the duties at the Allegany County Detention Center to provide general substance abuse treatment services for inmates of the detention center. This position will include completing evaluations, assessments,...

  • Neurology Technician

    2 weeks ago


    Cumberland, United States UPMC Full time

    **UPMC Western Maryland is seeking a Part-time Neurology Technician.** This is a 20 hr/wk position that will work primarily 8:00 am - 4:30 pm; every other Saturday and will include every other Sunday and holiday rotation for on-call. The Neurology Technician will administer and monitor various modalities for neurology evaluation. **Responsibilities:** +...


  • Cumberland, United States edgecomputingassociation.com Full time

    Location Cumberland, Rhode Island , United States This is not your typical call center; our products are front and center in every one of our calls; you never know when you might have to jump on a product to help walk a customer through a problem. KEY RESPONSIBILITIES: * Answer customer inquiries through a variety of channels, including phone, email, and...

  • Psychiatry Adult

    22 hours ago


    Cumberland, United States UPMC Full time

    Psychiatry Adult physician job in Maryland : UPMC Western Maryland Employed Psychiatrist Opportunity!UPMC Western Maryland is seeking a Psychiatrist to join our team of two other physicians and three nurse practitioners in a general adult hospital employed practice. Excellent behavioral health clinic and new state of art inpatient facility. Multidisciplinary...


  • Cumberland, Maryland, United States State of Maryland - MDH Local Health - Allegany County Full time

    Introduction\r GRADE20\r LOCATION OF POSITIONMDH, Allegany County Health Department, Cumberland, MD\r Main Purpose of JobThis part-time contractual position will provide onsite professional nursing services to the adolescent population incarcerated in the Juvenile Justice System at the 24/7 DJS youth centers and provide medical direction to DJS staff within...


  • Cumberland, United States PPL Full time

    This position provides compliance guidance to Customer Contact Center (CCC) employees and other company personnel while RI PUC regulations and other PUC guidelines. The incumbent prepares regulatory reports to the leadership and identifies opportunit Regulatory, Specialist, Business Operations, Customer Service, Microsoft, Business Services


  • Cumberland, Maryland, United States State of Maryland - Maryland Department of Health Full time

    Introduction\r GRADE14\r Main Purpose of JobA Licensed Practical Nurse II is the full performance level of work performing practical nursing duties for the care, treatment, habilitation or rehabilitation of mentally ill, aged, physically ill or physically disabled patients; developmentally disabled clients; or clients attending clinics for preventive or...


  • Cumberland, Maryland, United States State of Maryland - Maryland Department of Health Full time

    Introduction\r GRADE13\r Main Purpose of JobA Licensed Practical Nurse I is the intermediate level of work performing practical nursing duties for the care, treatment, habilitation or rehabilitation of mentally ill, aged, physically ill or physically disabled patients; developmentally disabled clients; or clients attending clinics for preventive or treatment...