Customer Care Executive

Infinite Computer Solutions; Maryland; Remote; USD 20,664 - 30,307; Full time

Job summary

Infinite Computer Solutions is seeking a remote Customer Service Agent/Representative to handle inbound calls about VA Medical Disability Examinations, schedule and reschedule appointments, and support veterans with portal navigation. Training lasts two weeks, Monday–Friday, with strict on-camera participation and full attendance.

Strong English skills and 2–3 years of customer service experience are required.

Qualifications

• High school diploma or GED required; an Associate’s degree is preferred.
• 2–3 years of customer service experience, preferably in a contact center.
• Ability to read/speak English clearly, professionally, and fluently.

Responsibilities

• Answer inbound calls in a courteous, timely, and professional manner.
• Schedule and reschedule C&P exam appointments with required details.
• Provide general program/process support and navigate the Veteran portal.
• Place outbound follow-ups and information verification as needed.
• Document interactions accurately in the CRM/case management system.
• Follow SOPs, privacy expectations, and quality standards.

Skills

Customer service

Empathy

De-escalation

Multitasking

Documentation

Detail orientation

Adaptability

Coaching

Microsoft Office

Teams

Outlook

Tech troubleshooting

Education

High school diploma or GED

Associate degree preferred

Tools

CRM software

Job description

Job Description

Customer Service Agent/Representative – Remote

Work Timing: 4 AM PST to 10:00 PM PST (Monday - Saturday) 8-hour Shift

Note: The first 2 weeks consist of a mandatory training period held Monday through Friday from 9am EST to 5:30pm EST. Training is conducted via Zoom and requires daily on-screen participation in your personal workspace with a strong internet connection. Attendance is mandatory for graduation. Participants must always remain on camera for the entirety of the training period each day. Professional attire is always expected with no background distractions or interruptions.

Position Overview

The Customer Service Agent/Representative (CSR) is a pivotal role within the Contact Center, serving as a primary point of contact for Veterans calling about their VA Medical Disability Examination (MDE) – also known as a Compensation and Pension (C&P) exam. In this role, the CSR primarily handles inbound calls (and may support other channels such as email and chat) to schedule and reschedule appointments, provide general assistance related to the program process and Veteran-facing portal, and resolve or appropriately elevate inquiries in accordance with established guidelines and policies. The CSR uses required systems—including telephone platforms, internal/external websites, and a case management/Customer Relationship Management (CRM) system—to document interactions and complete transactions accurately, courteously, and on time.

Key Responsibilities (Essential Functions)

• 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 elevate 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.

Required Qualifications

• Education: High school diploma or GED required (Associate’s degree preferred).
• Experience: 2–3 years of customer service, preferably in a contact center.
• Language: Ability to read and speak English clearly, professionally, and fluently.

Required Skills & Abilities

• 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.

Quality & Performance Expectations

• Meet established quality, compliance, and documentation standards.
• Demonstrate professionalism and confidentiality while supporting Veterans.

Work Environment & Schedule

• Contact Center role requiring extended periods of headset and computer use.
• Frequent data entry and on-screen navigation while on calls.
• Schedule adherence required; weekends/holidays may be included based on operational needs.