{"id":2690370,"url":"https://alion.io/job/cfocus-software-incorporated-call-center-operator-full-time-part-time-cfocus-software-incorporated","title":"Call Center Operator (Full-Time & Part Time) - cFocus Software Incorporated","company":{"id":4419850,"name":"cFocus Software","domain":"cfocussoftware.com","url":"https://alion.io/company/cfocussoftware","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"JazzHR","truth_index":null},"role":"Field & Service","role_family":"Field & Service","seniority":"junior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Bethesda, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":34000,"max_usd":60000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":7331},"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Office","optional":false}],"status":"live","first_seen_at":"2026-10-16T08:47:30Z","employer_posted_date":"2026-10-16","last_verified_at":"2026-10-23T20:03:12Z","board_verified":true,"closed_at":null,"days_open":7,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":7},"description":"cFocus Software is seeking multiple Call Center Operators in Bethesda, MD:\nJob Summary\ncFcous Software Inc. is seeking Customer Service Agents to support the National Institutes of Health (NIH) Call Center Services (CCS) program, a part of NIH Center for Information Technology (CIT). The NIH Call Center performs a vital role for NIH as its communication center, open 24x7, 365 days a year and is staffed with a dedicated group of individuals providing voice and data communications, TTY related services and bi-lingual services. We are currently seeking candidates for various shifts weekdays and weekends. The position will be based at our client's office in Bethesda, MD.\nCall Center employees are classified as ‘essential personnel’ by the Department of Health and Human Services (DHHS) therefore, customer service agents must have a contingency plan in place to ensure they are able to get to the Bethesda office location during all scheduled working shifts. This includes weather emergencies such as blizzards, hurricanes, road closures or the closing of public transit.\nShifts are Monday - Friday from 8am - 4:45pm and 3pm - 11pm\nResponsibilities and Duties\nThe NIH Call Center acts as a clearinghouse for all institutes of the NIH research community, NIH personnel, patients, global health organizations and healthcare practitioners.\nThe NIH Call Center receives and facilitates over 300,000 calls per year, as well as other voice and data communications, within these categories of service: general information, critical medical emergencies, paging services, physician/clinical staff scheduling, communicating with NIH fire and rescue, domestic and international connectivity, social work support, voicemail transcriptions and audio teleconferencing.\nKey responsibilities include:\nProvide internal or external customer service and relationship management via telephone, serving as the first line of support and hospital staff support. \nRespond to incoming inquiries by telephone and e-mail. Assist callers with problem resolution and initiate follow-up calls as directed. \nAccurately document all inquiry activities in the appropriate system. \nEnsure that “no fail” calls are handled in an expedient and appropriate manner, following all operating procedures, including medical emergencies i.e., Code Blue, STAT, OR Team and Rapid Responses. \nCommunicating with Fire and Rescue: Facilitating the needs of the NIH Community and surrounding area. \nPaging Services: Including a wide array of announcements ranging from critical care to daily notifications. \nMaintains a comprehensive working knowledge of policies, procedures, services and systems to ensure the appropriate level of customer service is delivered. \nMaintain confidentiality in line with cFocus Software Inc., State and Federal policies and regulations. \nRepresent cFocus Software Inc., the National Institutes of Health and the Federal Government in a positive and professional manner always. \nElevates calls to the Supervisor/Technical Support staff, as defined in internal procedures. \nCommunicates with the users clearly and precisely to ensure their understanding of the steps necessary to be performed to resolve the concern, issue, or problem. \nMaintains a positive and enthusiastic attitude in an environment that requires teamwork, efficiency, cross-training, and continuous improvements. \nActively participate in all team meetings, trainings, events. \nQualifications and Skills\nRequired:\nHigh school diploma or GED \nMinimum 2 years customer service experience, or equivalent \nProficient in MS Office and similar applications\nExperience with the Internet and various web browsers \nExcellent customer service skills in both written and verbal communications \nAbility to accurately and efficiently process information and tasks \nAbility to perform in a fast-paced, deadline-oriented work environment \nAbility to work under standards-based performance metrics\nPreferred:\nAssociates degree or higher \nExperience working in a no-fail call center environment \nExperience in a healthcare service environment \nCall Center Management experience is a plus \nBilingual experience is a plus \nContingencies: Client’s acceptance of satisfactory background investigation results, which may include criminal/credit check(s), drug screen, employment/degree verification(s) and reference checks. Successful completion of on-site training.\nBenefits and Perks\nFull Health Benefits: Medical, Dental, Vision\n 401(k) with 4% Employer match\nPaid Time off, Long term and Short term Disability insurance\nCOVID Friendly Interviews","description_format":"text","description_chars":4583,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"high_school","optional":true},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Artificial Intelligence","Cybersecurity","Information Security"],"lifecycle":[{"event":"open","at":"2026-10-16T08:47:30Z"}],"visa":[],"liveness":{"score":89,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.895,"p_room":1,"age_days":6,"expected_fill_days":27,"reasons":["conf:8","velocity","win:early","comp:junior"],"computed_at":"2026-10-23T05:54:15Z"},"pay":null,"html_url":"https://alion.io/job/cfocus-software-incorporated-call-center-operator-full-time-part-time-cfocus-software-incorporated","json_url":"https://alion.io/job/cfocus-software-incorporated-call-center-operator-full-time-part-time-cfocus-software-incorporated.json","meta":{"generated_at":"2026-10-23T21:30:49Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":3661,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-24T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":4419850},"rest":"https://alion.io/mcp/rest/get_company?id=4419850"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fcfocus-software-incorporated-call-center-operator-full-time-part-time-cfocus-software-incorporated"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fcfocus-software-incorporated-call-center-operator-full-time-part-time-cfocus-software-incorporated"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fcfocus-software-incorporated-call-center-operator-full-time-part-time-cfocus-software-incorporated"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/cfocus-software-incorporated-call-center-operator-full-time-part-time-cfocus-software-incorporated\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fcfocus-software-incorporated-call-center-operator-full-time-part-time-cfocus-software-incorporated"}]}