Customer Service Professional

This role serves as the first point of contact for a call center team, responsible for answering inbound calls within a 60-second service level agreement and assessing caller needs to determine the appropriate response path. The position involves routing inquiries to relevant departments, handling emergency situations, managing government agency requests, and verifying caller identities before providing information. The professional will document all interactions in a CRM system and escalate high-stakes matters to the Call Center Manager.