We are currently seeking a
Senior Customer Service Representative (CSR) – Client Support
to join a remote customer support team. In this role, you will assist customers, providers, and stakeholders by providing accurate information, resolving complex inquiries, processing transactions, and ensuring compliance with program policies and procedures.
This position is ideal for individuals who thrive in a fast paced environment, possess strong communication skills, and are committed to delivering exceptional customer service.
Must reside in VA -
Essential Duties and Responsibilities
Respond professionally to inbound and outbound customer, provider, and stakeholder inquiries via phone, written correspondence, IVR systems, and workflow platforms
Provide accurate information regarding eligibility, enrollment, services, and program requirements
Investigate, analyze, and resolve complex or escalated customer issues
Research beneficiary and case histories using multiple systems and databases
Process enrollments, disenrollments, and other program transactions according to quality and compliance standards
Interpret customer, provider, beneficiary, and system data to support issue resolution
Maintain knowledge of program policies, procedures, and compliance requirements
Serve as a liaison between internal departments, health plans, and external partners
Support operational functions including contact center activities, forms processing, research, and administrative support
Identify trends, operational risks, and service concerns and escalate issues when appropriate
Provide feedback regarding process improvements, training opportunities, and operational efficiencies
Review knowledge base articles and recommend updates when needed
Participate in audits, special projects, and organizational initiatives
Support training and knowledge sharing activities
Build and maintain positive working relationships with internal and external stakeholders
Meet established productivity, quality, and performance goals
Maintain confidentiality and security of customer and program information
Perform additional duties as assigned
Minimum Qualifications
High School Diploma or GED required
Minimum 1 year of relevant professional experience required
Equivalent combinations of education and experience may be considered
Strong customer service, communication, and problem solving skills
Ability to work independently in a remote environment
Comfortable navigating multiple computer systems while assisting customers
Ability to meet attendance and performance expectations
Training Information
Training attendance is mandatory, and time off during training is not permitted.
Training Schedule:
Monday through Friday
8:00 AM to 4:30 PM EST
Training Duration:
4 weeks of classroom training
Followed by 2 to 3 weeks of nesting/on-the-job training
Important:
100% attendance is required throughout training and nesting
Candidates must have no preplanned time off during this period
Agents will be required to remain on camera throughout training and nesting
Failure to meet attendance requirements may result in termination
Work Schedule
Hours of Operation:
Monday through Friday
8:00 AM to 7:00 PM EST
Expected Shift:
Most likely 10:30 AM to 7:00 PM EST
Schedule subject to change based on business needs
Equipment & Internet Requirements
Equipment will be provided by the client.
Internet & Home Office Requirements
Candidates must have a reliable, high-speed internet connection.
Minimum Recommended Internet Speed:
50 Mbps download
20 Mbps upload
Internet Requirements:
Traditional wired internet service only
No cellular-based internet providers (including T-Mobile Home Internet, Verizon Mobile Internet, etc.)
Proof of internet speed will be required
Candidates may use:
Google Speed Test
Speedtest.net
to provide a screenshot of internet speed results upon request.
Choose 1st Choice — we care about our people, offer great benefits, and create real opportunities to grow. With 20+ years of nationwide staffing success, we're here to help you thrive.