Job Information
Robert Half Customer Service Representative II in Baltimore, Maryland
Description
We are seeking a bilingual (Spanish-speaking) Customer Service Representative to support a high-volume call center environment. This long-term contract opportunity is ideal for someone with at least one year of experience handling inbound customer inquiries, navigating CRM and customer service platforms, and delivering clear, detail-oriented support. The position focuses on resolving questions efficiently, documenting interactions accurately, and assisting customers with benefit-related and housing program concerns while maintaining compliance with applicable guidelines.
Responsibilities:
• Respond to incoming calls from customers and provide timely, courteous support for a wide range of service-related questions.
• Use CRM systems, customer service applications, and other computer-based tools to review account details, record interactions, and track follow-up activities.
• Guide callers through benefit-related processes and explain available services in a clear and easy-to-understand manner.
• Address questions connected to housing programs, including topics related to Fair Housing and Low-Income Tax Credit Housing requirements.
• Escalate complex concerns when needed while ensuring each case is documented thoroughly and routed appropriately.
• Maintain accurate records of customer conversations, requested actions, and completed resolutions within internal systems.
• Support service quality goals by managing call flow efficiently and balancing accuracy with responsiveness in a fast-paced environment.
• Communicate clearly with customers and internal teams to help resolve issues and improve the overall service experience.
Requirements • At least 1 year of experience in customer service, call center operations, or a similar support-focused role.
• Familiarity with inbound call handling and the ability to manage customer interactions in a structured, high-volume setting.
• Working knowledge of CRM platforms, customer service software, and general computer programs used for case tracking and documentation.
• Experience using tools such as Avaya CMS, ADP Financial Services, or related service and reporting systems is preferred.
• Understanding of benefit functions, housing-related customer support, or regulated service environments is an advantage.
• Knowledge of Fair Housing principles and Low Income Tax Credit Housing programs is helpful for success in this role.
• Strong verbal communication skills with the ability to explain information clearly, listen actively, and respond professionally. TalentMatch®
Robert Half is the world’s first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.
Robert Half works to put you in the best position to succeed. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity - whenever you choose - even on the go. Download the Robert Half app (https://www.roberthalf.com/us/en/mobile-app) and get 1-tap apply, notifications of AI-matched jobs, and much more.
All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit roberthalf.gobenefits.net for more information.
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