Note: The job is a remote job and is open to candidates in USA. Infinite Computer Solutions is seeking a Customer Service Agent (Representative) to join their BPO Division, Zyter Assist Inc. The CSR will serve as a primary point of contact for Veterans regarding their VA Medical Disability Examination, handling inbound calls, scheduling appointments, and resolving inquiries while adhering to established guidelines.
Responsibilities
- Answer inbound calls in a courteous, timely, and professional manner, following established guidelines and policies
- Schedule and reschedule C&P exam appointments, confirming required details and next steps
- Provide general support related to the program process and navigation of the Veteran-facing portal
- Make outbound calls as needed (e.g., follow-ups, confirmations, information verification)
- Investigate, resolve, or escalate inquiries within required timeframes using the established escalation process
- Accurately document interactions in the CRM/case management system (e.g., notes, dispositions, and supporting details)
- Follow Standard Operating Procedures (SOPs), policies, privacy expectations, and quality standards for each interaction
- Use approved resources (e.g., knowledge base, FAQs, training materials) to research and provide accurate information
- Maintain up-to-date knowledge of process changes, policy updates, and workflow modifications
- Adhere to assigned work schedule and attendance requirements; may be required to work weekends and holidays
- Perform other duties as assigned to support Contact Center operations
Skills
- High school diploma or GED required
- 2–3 years of customer service, preferably in a contact center
- Ability to read and speak English clearly, professionally, and fluently
- Strong customer service, empathy, and de-escalation skills
- Ability to multi-task across phone and computer systems while maintaining accuracy
- Clear verbal communication, strong typing, and thorough documentation skills
- Strong attention to detail and ability to follow structured workflows and escalation paths
- Adaptability to changing priorities, processes, and guidance
- Ability to incorporate coaching and feedback
- Proficiency in Microsoft Office Teams and Outlook
- Basic computer literacy and ability to troubleshoot common technical issues like internet connectivity, browser issues, or password resets
- Meet established quality, compliance, and documentation standards
- Demonstrate professionalism and confidentiality while supporting Veterans
- Demonstrates basic internet navigation skills, including the ability to use web browsers, search for information, and complete online forms
- Able to access and navigate web‑based systems, training platforms, and communication tools
- Comfortable using email, opening links, and managing attachments
- Capable of troubleshooting simple connectivity or browser issues (e.g., refreshing pages, switching tabs)
- Able to join and participate in virtual meetings using mobile or Laptop
- Shows readiness to learn new online tools, systems, and platforms as required for the role
- Associate's degree preferred
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