Part-Time Temporary Customer Support Specialist (Bilingual English & Spanish)

About the role

Trilogy Federal is seeking a Part-time Temporary Customer Support Specialist to support a six-month project assessing customer satisfaction with the burial and memorial benefits offered by the National Cemetery Administration (NCA). The role involves administering four customer satisfaction surveys sent to next of kin, helping NCA evaluate its compliance with its mission to provide a dignified final resting place for eligible Veterans. Feedback from respondents will improve NCA policy, planning, and operational efforts related to service quality for Veterans and their families.

The position is 100% remote but requires onsite training, so only candidates in the D.C. Metro Area will be considered.

Responsibilities

• Answer and respond to phone calls and emails from next-of-kin with questions regarding VA surveys.
• Deliver best-in-class customer service support on behalf of Trilogy.
• Troubleshoot issues and provide answers related to the surveys for speedy resolution using provided training materials.
• Determine whether a call should be escalated if unable to resolve directly.
• Ensure total compliance with all company policies and government regulations.
• Maintain required documentation.
• Perform other related duties as required by management.

Requirements

• Bilingual communication skills: fluent in English and Spanish (written and spoken) to assist next-of-kin with questions in Spanish.
• High School Diploma or equivalent.
• At least 4 years of professional office-based work experience.
• Ability to work a 4-hour shift daily for approximately 6.5 months. Available shifts:
  • Monday–Friday, 9:00 AM–1:00 PM ET
  • Monday–Friday, 1:00 PM–5:00 PM ET
• Excellent verbal and written communication skills, with the ability to speak warmly and effectively to Veterans from diverse backgrounds.

Preferred Qualifications

• Understanding or experience working with the VA.

Benefits

• Medical, dental, and vision insurance coverage.
• 401(k) match.
• Paid holidays and paid time off.
• Tuition reimbursement.
• Supportive work/life balance.