National Workforce Information Representative - Remote Select States

MSCCN; United States; Remote; USD 16,000 - 23,000; Full time

Benefits offered by this job

Equipment provided

Health & Welfare benefits

Remote work

Job summary

Senture, a Teleperformance Company, offers a remote 24x7 customer support role across multiple programs. The position involves handling inquiries via phone, email, chat, and self-service tools in a fast-paced nationwide operation.

Ideal candidates have at least 2 years in customer service, strong English communication, and the ability to pass background checks and drug screens. Spanish bilingual ability is highly preferred. Equipment is provided for work from home.

Qualifications

• Requires a high school diploma or GED.
• U.S. Citizen or Permanent Resident required.
• Minimum of two years in customer service, preferably in a contact center.
• Fluent English communication, both written and verbal.

Responsibilities

• Respond to customer inquiries across multiple channels (phone, email, text, chat, IVR).
• Provide clear, accurate information using KB, SOPs, and instructions.
• Deliver Tier 1 support including information services, referrals, orders, and escalations.

Skills

Customer service

Communication

Multi-channel support

Active listening

Data entry

Keyboarding

English proficiency

Teamwork

Problem solving

Discretion

Education

High school diploma / GED

Tools

CRM software

Microsoft Office

Job description

ATTENTION MILITARY AFFILIATED JOB SEEKERS

The following position is available to Veterans, Transitioning Military, National Guard and Reserve Members, Military Spouses, Wounded Warriors, and their Caregivers If you have the required skill set, education requirements, and experience,

This employer will hire remote for the role from the following states only: AL, FL, GA, IN, KY, LA, MI, MS, NC, OH, OK, SC, TN, TX, UT, VA, WV

Senture is a Teleperformance Company.

TP Government Services, driven by Senture delivers high-quality inbound and outbound customer care support for a wide range of federal, state, and commercial clients. We take pride in providing exceptional service—and just as importantly, in supporting and valuing our employees.

Join a fast-paced, nationwide customer support operation that delivers critical information and assistance services to the public. This 24/7/365 program provides multi-channel support through phone, email, chat, text, and self-service platforms, helping customers navigate services, access information, resolve inquiries, and connect with appropriate resources. Team members play a key role in delivering accurate information, exceptional customer service, and timely issue resolution while supporting a variety of public-facing programs.

Schedule

Hours of operation are 24X7X365

Candidates should be flexible

Important Details

This position requires public trust clearance

Extensive federal background check and fingerprinting may be required

Work From Home

This is a remote position, and Senture provides all necessary equipment.

Pay

This position is covered under the Service Contract Act (SCA), with pay rates determined by the applicable county wage determination. Starting pay begins at $14.XX per hour, depending on the work location.

In addition to the hourly wage, employees receive a Health & Welfare (H&W) benefit of $5.09 per hour for all hours worked, up to 40 hours per week.

SPANISH BILINGUAL HIGHLY PREFERRED!

• Respond to customer inquiries through multiple communication channels, including phone, email, text, chat, IVR/self-service tools, and other assigned platforms.
• Provide clear, accurate information using approved knowledge-base articles, standard operating procedures, and work instructions.
• Deliver Tier 1 customer support, including information services, referrals, order intake and fulfillment, comments and complaints handling, service requests, emergency inquiry support, and escalation routing.
• Accurately document customer information, cases, and interactions in designated systems and route inquiries to the appropriate support channels when needed.
• Assess customer needs, resolve inquiries within established authority, and escalated unresolved issues in accordance with program procedures.
• Handle crisis, emergency, sensitive, confidential, or challenging customer interactions professionally and with discretion.
• Meet established standards for call handling, service quality, response times, accuracy, documentation, and customer satisfaction.
• Complete required cross-training across programs, services, and communication channels to support operational needs.
• Participate in required training, coaching, quality assurance monitoring, and performance improvement activities.
• Work assigned shifts within a 24x7x365 customer support environment serving multiple programs and service lines.
• Shift and schedule adherence

Additional Qualifications/Responsibilities

• High school diploma or General Education Development (GED) certificate required.
• Must be a U.S. Citizen or Permanent Resident.
• Minimum of two (2) years of customer service experience, preferably in a contact center or telephone support environment.
• Demonstrated proficiency in the English language, including verbal and written communication.
• Strong customer service and interpersonal skills.
• Ability to successfully pass background investigation and drug screen
• Proficient keyboarding and data entry skills.
• Basic computer proficiency, including the ability to navigate multiple systems and applications simultaneously.

Core Competencies

• Excellent oral and written communication skills with the ability to convey clear and accurate information.
• Ability to manage call flow, control inquiries, and effectively balance customer needs with productivity expectations.
• Skilled in handling customer inquiries professionally, courteously, and efficiently, including sensitive, crisis, and challenging interactions.
• Strong active listening skills with the ability to demonstrate empathy and build rapport with customers.
• Ability to exercise sound judgment, discretion, and sensitivity when handling confidential information.
• Strong problem-solving and critical-thinking skills with the ability to assess customer needs and identify appropriate resolutions.
• Ability to accurately gather, document, and maintain customer information in designated systems.
• Effective call control and de‑escalation skills.
• Proficiency in internet research and information retrieval.
• Ability to follow established procedures, accept coaching and direction, and work effectively in a team environment.
• Adaptability to support multiple programs, communication channels, and changing business needs.
• Commitment to quality, accuracy, customer satisfaction, and continuous improvement.

Candidates must meet the following requirements to work from home:

• Must have the ability to provide a non-cellular high speed internet service such as Fiber, DSL, or cable modems for a home office.
• Must be able to meet the minimum internet speed requirements for specific program
• Hotspots, satellite and wireless internet service is NOT allowed for this role.