Contact Center - Call Center Agent

About This Role

This contractor opportunity is for a Contact Center Agent to support the State of TN Family Assistance Service Center. The role involves managing customer inquiries and providing information on assistance programs from a home office with reliable internet access.

Responsibilities

• Respond to incoming calls, chats, and emails from customers regarding program inquiries
• Assist with customer portal account creation and maintenance
• Conduct outreach calls and emails as needed
• Document interactions accurately in call logs and elevate issues when appropriate
• Provide timely and accurate information to customers about SNAP and Families First programs
• Research and resolve inquiries using multiple systems and relay findings clearly
• Maintain compliance with call flow scripts and quality standards
• Identify and report trends or risks to management promptly

Requirements

• HS Diploma or GED
• Minimum of 1 year of call center experience
• Minimum of 2 years of customer service experience
• Strong data entry skills
• Strong listening, verbal, and written communication experience
• Proficiency with computers, experience using the internet, email, MS Outlook, Teams, Excel, and Word
• At home internet access sufficient to handle calls received via the internet
• Quiet and private remote work location

Nice to have:

• Experience supporting government assistance programs (e.g., SNAP, Families First)
• Familiarity with multi-system navigation and case management tools
• Tennessee resident
• Ability to adapt quickly to changing processes and demonstrate resilience under pressure
• Strong problem-solving skills and capability to identify trends or escalates issues effectively

Important Details

• Engagement type: Contractor via Third-Party Supplier (Experis / Manpower Group)
• Start date: November 30, 2026
• Duration: 6 months with potential for extension
• Schedule: Monday – Friday, 8-hour shift between 8:00 AM to 4:30 PM Eastern Standard Time / 9 a.m. to 5:30 p.m. Eastern Standard Time
• Training hours: 8:00 a.m. to 4:30 p.m. CST (1 week of training & 1 week of nesting/mock calls)
• Application deadline: December 3, 2026

About the Company

Accenture is the contracting entity for this role, with Experis / Manpower Group serving as the supplier of record and employer for tax and compliance purposes.