Remote Customer Service Specialist - Response Operator

Systems Integration, Inc. (SII); Town of Florida (NY); On-site; USD 32,000 - 45,000; Full time

Job summary

Systems Integration, Inc. (SII) is seeking a Customer Service Representative (Response Operator) to support government contact center operations. You will handle live hotline calls, review submissions for completeness, and respond using approved templates and guidance.

Applicants should have a high school diploma, U.S. citizenship, and the ability to obtain T4 High Risk Public Trust clearance. Experience in government support and strong written communication are essential.

Qualifications

• High school diploma or equivalent required.
• U.S. citizenship required.
• Ability to obtain or maintain T4 High Risk Public Trust clearance.
• Customer service, call center, help desk, data entry, administrative, or government support experience.
• Strong written communication skills and attention to detail.
• Ability to handle sensitive or confidential information with discretion.
• Proficiency with Microsoft Office, online portals, email, and case management systems.
• Ability to follow scripts, standard operating procedures, and escalation guidance.
• Strong organizational skills and ability to manage multiple tasks in a deadline-driven environment.
• Experience or familiarity with hotline processing related to federal law enforcement, Offices of Inspector General, government programs, compliance, or investigations.

Responsibilities

• Answer live hotline calls during Government business hours, 10:00 a.m. to 6:00 p.m. Eastern Time, Monday through Friday, excluding Federal holidays.
• Review incoming submissions for completeness, urgency, and required follow-up information.
• Provide professional written responses using approved templates, scripts, and program guidance.
• Accurately enter, update, and maintain case information in designated systems.
• Categorize and route inquiries, complaints, referrals, and records to the appropriate team or authority.
• Identify sensitive, urgent, or escalated matters and notify supervisors according to protocol.
• Maintain confidentiality of personally identifiable information, case details, and government records.
• Track response deadlines, pending actions, and unresolved submissions.
• Follow quality assurance standards for grammar, tone, accuracy, and documentation.
• Support reporting, status updates, and administrative tasks as assigned.

Skills

Strong written communication

Attention to detail

Multi-tasking

Calm under pressure

Data entry

Professional telephone etiquette

Education

High school diploma or equivalent

Tools

Microsoft Office

Online portals

Email

Case management systems

Job description

Systems Integration, Inc. (SII) is seeking a Customer Service Representative (Response Operator) to support government contact center operations. You will handle live hotline calls, review submissions for completeness, and respond using approved templates and guidance.

Applicants should have a high school diploma, U.S. citizenship, and the ability to obtain T4 High Risk Public Trust clearance. Experience in government support and strong written communication are essential.