Call Center Customer Service Agent

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Title: Call Center Customer Service Agent
Location: Elkins, WV
Duration: Full-time
Work Schedule: Monday through Friday, standard business hours (with occasional extended or weekend hours)
Reports To: Call Center Supervisor / Floor Supervisor
About the Role:

• We are seeking friendly, detail-oriented Call Center Agents to join our team supporting high-impact contracts with government and public sector clients. In this role, you will serve as the first point of contact for individuals seeking information, scheduling assistance, or general support. Whether you’re answering questions, updating records, or directing callers to the right department, you’ll play a vital role in delivering exceptional service with professionalism and accuracy.

Role & Responsibilities:

• Answer inbound calls from the public and provide clear, courteous, and accurate information.
• Follow call scripts and system workflows as outlined by contract requirements.
• Assist callers in scheduling appointments or providing instructions for next steps.
• Document call outcomes accurately and efficiently using internal systems.
• De-escalate and redirect calls when necessary with professionalism and tact.
• Maintain confidentiality and comply with all applicable data and privacy standards.
• Participate in scheduled training, team meetings, and quality monitoring sessions.
• Support contract-specific outreach efforts when assigned (e.g., reminders, verifications).

Qualifications:

• High school diploma or GED required.
• Previous customer service or call center experience preferred but not required.
• Strong verbal communication and active listening skills.
• Ability to navigate multiple systems and screens while speaking with callers.
• Dependable and punctual with strong attention to detail.
• Able to follow scripts, procedures, and supervisor instructions consistently.
• Comfortable working in a fast-paced, metrics-driven environment.

Preferred Traits:

• Bilingual (English/Spanish or other language) a plus.
• Prior experience with government contracts or handling sensitive information.
• Familiarity with basic office software (e.g., Outlook, Word, CRM systems).

What We Offer:

• Competitive hourly wage.
• Paid training and onboarding.
• Opportunities for performance-based advancement.
• Supportive team environment.
• Participation in employee recognition programs.
• Stable work supporting meaningful government service.
• Employer-sponsored health care, dental, and vision.
   

About our Company: –
22nd Century Technologies, Inc., is one of the fastest growing IT Service Integrator and Workforce Solution companies in the United States. Founded in 1997, 22nd Century Technologies is a Certified National Minority Business Enterprise with 6,000+ people including 600+ Cyber SMEs nationwide supporting our customers in all 50 states, Canada, and Mexico. With HQs in Somerset, NJ and Mclean, VA, 22nd Century has 14 offices throughout the United States. As part of our unrelenting focus on quality and compliance, 22nd Century Technologies’ delivery is based on Certified Matured Processes including CMMI L3 Dev & SVC, ISO 20000, ISO 27001, and ISO 9001 quality processes. With a strong focus on the public sector, 22nd Century currently holds government contracts with 14 out of 15 Federal Executive agencies including DoD, 37 other Federal agencies, 50 States, 115+ Local agencies, and 37 School Districts. In the last three years, we have expanded our services to Fortune 500 and other commercial clients and currently support 80+ commercial clients.
Recognized among “Best Company to Work For” by Forbes, 22nd Century Technologies, Inc., consistently exceeds our clients’ expectations by focusing on their absolute satisfaction with jobs while keeping our employees motivated.
“22nd Century Technologies is an Equal Opportunity Employer” and “US Citizens & all other parties authorized to work in the US are encouraged to apply.”
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.