Remote Customer Service Representative

Work Schedule:

• Operational Hours: 7:00 AM to 1:00 AM EST, Monday to Saturday
• You will be assigned an 8-hour shift within this time frame.
• Your work schedule will be either Monday Friday or Tuesday Saturday.
• Shift timings and working days will rotate on a monthly basis.

Job Overview

The Customer Service Representative (CSR) plays a key role within the Contact Center, handling and resolving customer inquiries primarily via phone, as well as fax, email, chat, and other communication channels. The CSR will assist Veterans with general inquiries related to the Medical Disability Examination (MDE) process, as well as Veteran-facing portals and web pages.

This role requires effective use of various software applications, including internal and external websites, telephone systems, CRM platforms, and other tools. The CSR will document customer interactions, enter relevant information into systems, and ensure all transactions are completed accurately, courteously, and in a timely manner. Additional responsibilities may include scheduling or rescheduling examinations and verifying customer information.

Key Responsibilities

• Handle inbound calls and respond to customer inquiries via multiple communication channels (phone, email, chat, SMS) in a professional and timely manner.
• Make outbound calls as required based on business needs.
• Resolve or escalate customer inquiries promptly following established procedures.
• Encourage and support the use of electronic communication channels.
• Accurately document all customer interactions using Case Management or CRM systems.
• Follow standard operating procedures (SOPs) and organizational policies.
• Maintain high-quality service standards as measured by internal quality monitoring and customer satisfaction metrics.
• Follow established escalation processes for complex inquiries.
• Use FAQs, knowledge bases, and training materials to provide accurate information.
• Stay updated on policies, procedures, and departmental guidelines.
• Adhere to scheduled working hours and attendance requirements.
• Work weekends or holidays as needed.
• Perform additional duties as assigned.

Qualifications

Education:

• Associate s degree preferred.
• High school diploma or GED required.

Experience:

• 2 3 years of customer service or contact center experience.

Skills & Abilities:

• Strong verbal and written communication skills in English.
• Excellent listening and interpersonal skills.
• Strong multitasking and organizational abilities.
• Proficiency in typing and written communication.