Customer Service Representative I

Accountabilities:

Handle inbound and outbound customer calls, emails, and web chat inquiries, providing courteous, professional, and efficient support.
Deliver routine customer contact center services while maintaining high standards of customer satisfaction and service quality.
Listen carefully to customer concerns, identify their needs, and take appropriate actions to resolve questions and service-related issues.
Provide accurate information about program products, services, and procedures, escalating or routing inquiries to the appropriate staff when necessary.
Maintain customer accounts and ensure all interactions are properly documented, including inquiries, complaints, comments, and resolutions.
Create new cases and update existing records to ensure every phone, email, and web chat interaction is accurately logged.
Follow established service procedures and meet applicable Service Level Agreements (SLAs), quality assurance standards, and performance targets.
Manage customer interactions efficiently during periods of high call volume while maintaining professionalism and attention to detail.
Ensure information is handled appropriately and follow applicable procedures when accessing or updating sensitive customer records.
Contribute to a positive customer experience by demonstrating patience, empathy, enthusiasm, and a commitment to service excellence.
Requirements:
High school diploma or GED equivalent.
Between 0 and 2 years of call center experience and 0 to 2 years of experience in customer service, public relations, or a related support environment.
Strong verbal and written communication skills, with the ability to interact clearly and professionally with members of the public.
Excellent active listening and interpersonal skills, with a tactful, courteous, and customer-oriented approach.
Ability to remain calm, focused, and productive during periods of high call volume and under pressure.
Strong attention to detail and accuracy, particularly when documenting customer interactions and maintaining account records.
Commitment to delivering high-quality service while following established procedures and performance standards.
Ability to communicate enthusiasm, energy, and sincerity over the phone.
Good organizational and time-management skills, with the ability to handle multiple inquiries and prioritize tasks effectively.
Basic computer proficiency and the ability to navigate customer service platforms, databases, and communication tools.
Dependability, professionalism, adaptability, and a willingness to learn new processes and program requirements.
Mandatory eligibility requirements:
Must be a United States citizen.
Must be able to successfully pass a federal background investigation to obtain access to sensitive information.
Candidates must reside in the United States.
Applications are not accepted from candidates residing in California, the New York City metropolitan area, or the Seattle, Washington metropolitan area.
Benefits:
Competitive hourly compensation of $17.75 USD.
Permanent, full-time employment opportunity.
Fully remote working arrangement, allowing you to work from home within the United States.
Structured working schedule: Monday to Friday, 9:30 AM to 6:00 PM Eastern Time.
Opportunity to gain valuable experience supporting a federal civilian program.
Professional development opportunities in customer service, contact center operations, and public sector support.
Opportunity to strengthen communication, problem-solving, and customer relationship management skills.
Collaborative and structured working environment focused on service quality and customer satisfaction.