JOB DESCRIPTION
ATTENTION MILITARY AFFILIATED JOB SEEKERS - Our organization works with partner
companies to source qualified talent for their open roles. The following
position is available to Veterans, Transitioning Military, National Guard and
Reserve Members, Military Spouses, Wounded Warriors, and their Caregivers. If
you have the required skill set, education requirements, and experience, please
click the submit button and follow the next steps.
This role requires at least 3 years of customer service or contact center
experience.
This job post will remain open until roles are filled. New hire onboarding will
be through the end of 2026. This job post is targeting a December 2026 start
date.
Applicants who previously applied to this role earlier in 2026 are unable to
re-apply.
This position is open to CONUS, AK, HI. California is a specifically excluded
hiring location.
The position is fully remote.
Background check required.
Rotational shifts (Performance based 8 hours shift will be designated)
The pay for this role is $17 per hour.
This is a W2 position.
Multiple openings are available, with new hire onboardings expected throughout
2026!
Equipment is provided.
Customer Service Agent/Representative – Remote
Work Timing: 4 AM PST to 10:00 PM PST (Monday - Saturday) 8-hour Shift
Note: The first 2 weeks consist of a mandatory training period being held Monday
through Friday from 9am EST to 5:30pm EST. Training is conducted via zoom and
requires daily on-screen participation in your personal workspace with a strong
internet connection. Attendance is mandatory for graduation. Participants MUST
always remain on camera for the entirety of training period each day.
Professional attire is always expected with no background distractions or
interruptions.
Overview:
The Customer Service Agent/Representative (CSR) is a pivotal role within the
Contact Center who receives, investigates and resolves customer inquiries
originating primarily from phone, but also fax, email, chat and other
communications channels. The CSR provides support on general inquiries from
Veterans on the MDE process and Veteran facing portal and web pages. The
efficient utilization of various software applications is an essential part of
this role, including internal and external websites, telephone systems, CRM
applications and other resources. The CSR will enter applicable supporting
information into systems and web forms on an application via computer. All
transactions must be conducted accurately, courteously, and in a timely manner.
Customer Service Agents may also provide other functions, such as examination
scheduling, rescheduling, or information verification.
Key Tasks
Answer inbound telephone calls as well as customer inquiries in other
channels (email, chat, SMS) as needed in a courteous, timely, and
professional manner following established guidelines and policies
Make outbound calls as necessary based on business needs
Resolve or escalate customer inquires in a timely manner
Encourage use of electronic communication with customers
Accurately documents all customer interactions using Case Management or
Customer Relationship Management (CRM) system
Follow SOPs and policies
Maintain a high degree of quality with each customer interaction as
measured by internal quality monitoring forms and customer satisfaction
surveys.
Follow-up established escalation process for customer inquiries requiring
more investigation and/or a higher level of support
Use frequently asked questions (FAQs) and help look up and provide
information to inquiries
Utilize departmental knowledge bases and training material to answer
customer inquiries
Maintain up-to-date knowledge of policies and procedures as applicable
Adhere to published schedule according to attendance guidelines
May be required to work some weekends and holidays
Perform other duties as assigned
#LI-Remote
ADDITIONAL QUALIFICATIONS/RESPONSIBILITIES
Qualifications and Skills
Education: Degree preferred, high school diploma or GED required
Experience: 3 years customer service or contact center experience
Skills and Abilities:
Be able to read and speak English clearly, professionally and fluently
Listening and human relations skills
Have the ability to organize simultaneous tasks for individual assignments
and understand the process or workflow of each inquiry resolution
Typing and writing abilities To respond appropriately to changing situations
Ability to work as a team member
Pay Rate: $17 / Hr
Work Timing: 4 AM PST to 10:00 PM PST (Monday - Saturday) 8-hour Shift
Rotational shifts: Yes