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.