Remote Customer Service Representative - Contact Center

What You'll Do

• Customer Support & Communication: Handle customer inquiries across multiple channels, including inbound/outbound calls, web chat, web forms, and secure messaging.
• Service Delivery & Case Management: Manage up to two concurrent chat sessions while maintaining accuracy and professionalism; assist customers using approved USCIS knowledge articles, scripts, and job aids; capture, document, and route service requests (e.g., address changes, appointment requests) using web-based systems; triage inquiries to determine eligibility for local office visits and schedule or reschedule appointments such as biometrics, naturalization interviews, and oath ceremonies.
• Escalation & Compliance: Escalate inquiries that fall outside of standard guidance to Tier 2 support teams; maintain strict adherence to program guidelines, including providing non-advisory support (no legal advice); deliver service in a calm, respectful, and non-judgmental manner.
• Bilingual Support (if applicable): Provide assistance in both English and Spanish for bilingual roles.

Requirements

• High School Diploma or equivalent.
• U.S. Citizenship required.
• Ability to type at least 60 words per minute.
• Proficiency navigating computer systems and tools, including: CRM platforms (e.g., Salesforce/STARS), contact center tools (e.g., Amazon Connect softphones).
• Ability to obtain and maintain required government clearance.