Note: The job is a remote job and is open to candidates in USA. Principle Choice Solutions (PCS) provides remote customer service support for Veterans and healthcare providers. The Customer Service Representative serves as the first point of contact, answering inbound calls, researching information, resolving questions, documenting interactions, and delivering empathetic support while meeting quality and performance expectations.
Responsibilities
- Answering incoming calls in a professional and friendly manner
- Assisting Veterans and providers with questions regarding services and support programs
- Researching information and helping callers find solutions
- Documenting call details accurately within multiple systems
- Providing exceptional customer experience on every interaction
- Building positive relationships through empathy, patience, and problem-solving
- Meeting quality and performance expectations while maintaining accuracy
- Collaborating with teammates and leadership to continuously improve service delivery
- Log in from the comfort of your home office
- Check for any updates and get your systems ready for the day
- Connect with your team and get set to help callers
- Answer incoming calls from Veterans, caregivers, and healthcare providers
- Listen, ask questions, and help callers find the information they need
- Provide friendly, professional support while creating a positive experience on every call
- Navigate multiple systems while speaking with callers
- Research information and resolve questions in real time
- Accurately document call details and next steps
- Every call is an opportunity to help someone
- You'll support Veterans by providing information, guidance, and solutions with empathy and care
- Some conversations may be simple, while others require a little extra patience and problem-solving
- Participate in coaching, training, and team meetings
- Build new skills and gain experience in a professional customer service environment
- Work toward quality and performance goals while receiving support from your leadership team
- Finish documenting any outstanding items
- Make sure callers have received the assistance they need
- If you're scheduled for closing coverage, you may occasionally stay a little beyond your shift to ensure all calls in queue are answered
Skills
- U.S. Citizenship (work sponsorship not available)
- Two forms of valid identification (one must be a REAL ID-compliant or U.S. Passport)
- Ability to obtain and maintain a VA government background investigation
- Excellent customer service and communication skills
- Strong problem-solving abilities
- Ability to work independently and as part of a team
- Ability to ensure end-of-day coverage by remaining on duty until all calls in the queue are resolved. This may require staying beyond your scheduled shift when assigned to closing coverage and may result in overtime
- 1+ year of call center experience
- Customer service experience
- Experience in healthcare, insurance, government services, or related support environments
- Experience handling a high volume of inbound calls
Benefits
- Fully remote position with company-provided equipment
- Paid training and ongoing support
- Opportunities for career growth and advancement
- Supportive team environment
- Medical, dental, and vision coverage
- Paid time off, paid sick time, and 11 paid holidays
- 401(k) with employer matching
- Tuition assistance and employee support programs
- $4.93/hour Health & Welfare Benefit (available for up to 40 hours per week)
- Security and privacy training will also be provided
Company Overview