Remote Government Hotline Specialist

Systems Integration, Inc. (SII); Wichita (KS); On-site; USD 36,000 - 52,000; Full time

Job summary

Systems Integration, Inc. (SII) is seeking a Customer Service Representative (Response Operator) to support contact center operations.

The role handles live hotline calls, reviews submissions, crafts written responses, and maintains case records, while protecting PII and government data. The ideal candidate has strong communication, discretion, and organizational skills, with experience in government-related customer service.

Qualifications

• Ability to obtain or maintain T4 High Risk Public Trust clearance.
• U.S. citizenship required.
• High school diploma or equivalent.
• Experience in customer service, call center, help desk, data entry, administrative, or government support.
• Strong written communication 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, SOPs, and escalation guidance.
• Strong organizational skills and ability to manage multiple tasks in a deadline-driven environment.
• Familiarity with hotline processing related to federal law enforcement, government programs, or investigations.

Responsibilities

• Answer live hotline calls during Government business hours (10:00 a.m.–6:00 p.m. ET), Monday–Friday, excluding Federal holidays.
• Review submissions for completeness, urgency, and required follow-up information.
• Provide professional written responses using approved templates, scripts, and program guidance.
• Enter, update, and maintain case information in designated systems.
• Categorize and route inquiries, complaints, referrals, and records to the appropriate team.
• Identify sensitive or escalated matters and notify supervisors per protocol.
• Maintain confidentiality of PII and government records.
• Track response deadlines, pending actions, and unresolved submissions.
• Support reporting, status updates, and administrative tasks.

Skills

Written communication

Attention to detail

Organizational skills

Multitasking

Discretion

Data entry

Education

High school diploma or equivalent

Tools

Microsoft Office

Case management systems

Job description

Systems Integration, Inc. (SII) is seeking a Customer Service Representative (Response Operator) to support contact center operations.

The role handles live hotline calls, reviews submissions, crafts written responses, and maintains case records, while protecting PII and government data. The ideal candidate has strong communication, discretion, and organizational skills, with experience in government-related customer service.