Remote-Eligible Customer Service Agent – Public Sector

PILLAR, Inc.; Salem, Northern (VA, KY); Hybrid; USD 36,000 - 42,000; Full time

Job summary

PILLAR, Inc. seeks a dependable Customer Service Representative I to support VDOT operations in Salem, VA. The role handles inquiries via phone, email, text, and web chat, researches concerns in a map-based CSC, and provides service request numbers and next steps.

Training lasts eight weeks in-person at VDOT Traffic Operations Center, with potential telework after proven proficiency. Shifts are 40 hours weekly, with required extended shifts during emergencies and severe weather.

Qualifications

• High school diploma or GED required.
• Proficient computer and typing skills.
• Strong communication and interpersonal abilities.
• Reliable attendance and ability to work independently.
• Access to a working phone for emergency overtime notifications.

Responsibilities

• Respond to inquiries about VDOT projects, programs, and resources.
• Assist customers by phone, online submission, email, text, and web chat.
• Use a map-based platform to research concerns and enter service requests.
• Process calls and submissions per established policies.
• Provide service request numbers and explain next steps.
• Summarize and document calls accurately.
• Refer complex questions to the appropriate representative.
• Support team members learning CSC systems and processes.
• Meet monthly call-handling and quality-assurance goals.
• Attend monthly team meetings at the Salem office.
• Maintain reliable internet and a quiet telework environment.
• Work extended shifts, nights, weekends during emergencies.

Skills

Communication

Typing

Reliability

Independent work

Phone access

Education

High school diploma or GED

Tools

CSC system

Job description

PILLAR, Inc. seeks a dependable Customer Service Representative I to support VDOT operations in Salem, VA. The role handles inquiries via phone, email, text, and web chat, researches concerns in a map-based CSC, and provides service request numbers and next steps.

Training lasts eight weeks in-person at VDOT Traffic Operations Center, with potential telework after proven proficiency. Shifts are 40 hours weekly, with required extended shifts during emergencies and severe weather.