Note: The job is a remote job and is open to candidates in USA. Infinite Computer Solutions is hiring a Customer Service Representative to serve as a primary contact for clients calling about VA Medical Disability Examinations. The role handles inbound and outbound inquiries, schedules and reschedules appointments, assists with program and portal questions, and documents or escalates cases according to established policies.
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
- 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
- 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
- Preferably in a contact center
Benefits
- Sick leave- 1 Week (applicable to these states only - Arizona, California, Colorado, Connecticut, Maine, Maryland, Massachusetts, Michigan, Minnesota, Nevada, New Jersey, New Mexico, New York, Oregon, Rhode Island, Vermont, Washington DC)
- Medical/ Dentel/ Vision/ Life Insurance (Copay)
- 401K- No Company match.
- Remote work
Company Overview
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