Remote Customer Service Representative - Contact Center

ITCON Services; United States; Remoto; USD 42.000 - 62.000; Tempo pieno

Descrizione del lavoro

ITCON Services seeks a Remote Customer Service Representative to support a federal contact center. You will handle inquiries via phone, chat, and forms, ensuring clear, empathetic communication and accurate information in plain language.

Responsibilities include using approved knowledge bases, routing requests, and scheduling appointments. You may provide bilingual support and must meet citizenship and clearance requirements for government work.

Competenze

• Strong customer service and communication skills.
• Ability to multitask across multiple channels.
• Fast-paced, structured contact center experience desired.
• Attention to detail and adherence to processes.
• Basic technical proficiency and quick learner of systems.

Mansioni

• Handle inquiries across calls, chat, web forms, and secure messaging.
• Manage up to two concurrent chat sessions with accuracy.
• Provide clear, accurate information in plain language.
• Use knowledge articles, scripts, and job aids to assist customers.
• Capture and route service requests in web-based systems.
• Triage inquiries and schedule or reschedule appointments.
• Escalate outside guidance to Tier 2 when needed.
• Maintain compliance with program guidelines, including non-advisory support.
• Deliver service calmly, respectfully, and without judgment.
• Provide bilingual support in English and Spanish if applicable.

Conoscenze

Customer service

Communication

Multi-channel support

Attention to detail

Tech literacy

Formazione

High school diploma

Strumenti

CRM platforms (Salesforce/STARS)

Contact center tools (Amazon Connect)

Descrizione del lavoro

Remote Customer Service Representative – Federal Contact Center

Support a Mission That Matters

ITCON Services is seeking dedicated and customer-focused Customer Service Representatives to support a high-impact federal contact center program.

In this role, you will be on the front lines—helping individuals navigate important services and processes with clarity, professionalism, and empathy. If you thrive in a fast-paced environment, enjoy helping people, and take pride in delivering exceptional customer service, this is an opportunity to make a meaningful difference every day.

Why Join ITCON?

• Be part of a mission-driven federal program serving millions of customers
• Work in a supportive, team-oriented environment
• Gain experience with modern contact center technologies
• Access training and professional growth opportunities
• Enjoy the flexibility of a fully remote role

What You'll Do

Customer Support & Communication

• Handle customer inquiries across multiple channels, including inbound/outbound calls, web chat, web forms, and secure messaging
• Manage up to two concurrent chat sessions while maintaining accuracy and professionalism
• Provide clear, accurate, and complete information in plain language

Service Delivery & Case Management

• Assist customers using approved knowledge articles, scripts, procedures, and job aids
• Capture, document, and route service requests (e.g., address changes, appointment requests) using web-based systems
• Triage customer inquiries, determine appropriate next steps, and assist with scheduling or rescheduling appointments when applicable

Escalation & Compliance

• Escalate inquiries that fall outside of standard guidance to Tier 2 support teams
• Maintain strict adherence to program guidelines, including providing non-advisory support (no legal advice)
• Deliver service in a calm, respectful, and non-judgmental manner

Bilingual Support (if applicable)

• Provide assistance in both English and Spanish for bilingual roles

What You Bring

• Strong customer service and communication skills
• Ability to multitask and manage multiple communication channels simultaneously
• Comfort working in a fast-paced, structured contact center environment
• Strong attention to detail and ability to follow processes and guidelines
• Basic technical proficiency and ability to learn new systems quickly

Requirements

• High School Diploma or equivalent
• U.S. Citizenship required
• Ability to type at least 60 words per minute
• Proficiency navigating computer systems and tools, including:
  • CRM platforms (e.g., Salesforce/STARS)
  • Contact center tools (e.g., Amazon Connect softphones)
• Ability to obtain and maintain required government clearance

Equal Opportunity Employer

ITCON Services, LLC is an Equal Opportunity and Affinitive Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other protected class under applicable law.