Remote Customer Service Representative w/ the VA (Phone/Email/Chat)

About the role

The Customer Service Agent/Representative (CSR) is a pivotal role within the Contact Center who receives, investigates and resolves customer inquiries originating primarily from phone, but also fax, email, chat and other communications channels. The CSR provides support on general inquiries from Veterans on the MDE process and Veteran facing portal and web pages. The efficient utilization of various software applications is an essential part of this role, including internal and external websites, telephone systems, CRM applications and other resources.

Responsibilities

• Answer inbound telephone calls as well as customer inquiries in other channels (email, chat, SMS) as needed in a courteous, timely, and professional manner following established guidelines and policies
• Make outbound calls as necessary based on business needs
• Resolve or escalate customer inquires in a timely manner
• Encourage use of electronic communication with customers
• Accurately documents all customer interactions using Case Management or Customer Relationship Management (CRM) system
• Maintain a high degree of quality with each customer interaction as measured by internal quality monitoring forms and customer satisfaction surveys
• Follow established escalation process for customer inquiries requiring more investigation and/or a higher level of support
• Use frequently asked questions (FAQs) and help look up and provide information to inquiries
• Utilize departmental knowledge bases and training material to answer customer inquiries
• Maintain up-to-date knowledge of policies and procedures as applicable
• Adhere to published schedule according to attendance guidelines
• May be required to work some weekends and holidays
• Perform other duties as assigned

Requirements

This job post is for the August new hire class. This position is open to CONUS, AK, HI. California is a specifically excluded hiring location. The position is fully remote.

Qualifications

• Education: Degree preferred, high school diploma or GED required
• Experience: 3 years customer service or contact center experience

Skills

• Be able to read and speak English clearly, professionally and fluently
• Listening and human relations skills
• Have the ability to organize simultaneous tasks for individual assignments and understand the process or workflow of each inquiry resolution
• Typing and writing abilities
• To respond appropriately to changing situations

Benefits

Rotational shifts (Performance based 8 hours shift will be designated)

Pay

The pay for this role is $17 per hour. This is a W2 position.

Schedule

This position is open to CONUS, AK, HI. California is a specifically excluded hiring location. The position is fully remote. The pay for this role is $17 per hour. This is a W2 position. Multiple openings are available, with new hire onboardings expected throughout 2026! Equipment is provided. Customer Service Agents may also provide other functions, such as examination scheduling, rescheduling, or information verification. The position is fully remote. The pay for this role is $17 per hour. This is a W2 position. Multiple openings are available, with new hire onboardings expected throughout 2026! Equipment is provided. Customer Service Agents may also provide other functions, such as examination scheduling, rescheduling, or information verification. The position is fully remote. The pay for this role is $17 per hour. This is a W2 position. Multiple openings are available, with new hire onboardings expected throughout 2026! Equipment is provided. Customer Service Agents may also provide other functions, such as examination scheduling, rescheduling, or information verification. The position is fully remote. The pay for this role is $17 per hour. This is a W2 position. Multiple openings are available, with new hire onboardings expected throughout 2026! Equipment is provided. Customer Service Agents may also provide other functions, such as examination scheduling, rescheduling, or information verification. The position is fully remote. The pay for this role is $17 per hour. This is a W2 position. Multiple openings are available, with new hire onboardings expected throughout 2026! Equipment is provided. Customer Service Agents may also provide other functions, such as examination scheduling, rescheduling, or information verification. The position is fully remote. The pay for this role is $17 per hour. This is a W2 position. Multiple openings are available, with new hire onboardings expected throughout 2026! Equipment is provided. Customer Service Agents may also provide other functions, such as examination scheduling, rescheduling, or information verification. The position is fully remote. The pay for this role is $17 per hour. This is a W2 position. Multiple openings are available, with new hire onboardings expected throughout 2026! Equipment is provided. Customer Service Agents may also provide other functions, such as examination scheduling, rescheduling, or information verification. The position is fully remote. The pay for this role is $17 per hour. This is a W2 position. Multiple openings are available, with new hire onboardings expected throughout 2026! Equipment is provided. Customer Service Agents may also provide other functions, such as examination scheduling, rescheduling, or information verification. The position is fully remote. The pay for this role is $17 per hour. This is a W2 position. Multiple openings are available, with new hire onboardings expected throughout 2026! Equipment is provided. Customer Service Agents may also provide other functions, such as examination scheduling, rescheduling, or information verification. The position is fully remote. The pay for this role is $17 per hour. This is a W2 position. Multiple openings are available, with new hire onboardings expected throughout 2026! Equipment is provided. Customer Service Agents may also provide other functions, such as examination scheduling, rescheduling, or information verification. The position is fully remote. The pay for this role is $17 per hour. This is a W2 position. Multiple openings are available, with new hire onboardings expected throughout 2026! Equipment is provided. Customer Service Agents may also provide other functions, such as examination scheduling, rescheduling, or information verification. The position is fully remote. The pay for this role is $17 per hour. This is a W2 position. Multiple openings are available, with new hire onboardings expected throughout 2026! Equipment is provided. Customer Service Agents may also provide other functions, such as examination scheduling, rescheduling, or information verification. The position is fully remote. The pay for this role is $17 per hour. This is a W2 position. Multiple openings are available, with new hire onboardings expected throughout 2026! Equipment is provided. Customer Service Agents may also provide other functions, such as examination scheduling, rescheduling, or information verification. The position is fully remote. The pay for this role is $17 per hour. This is a W2 position. Multiple openings are available, with new hire onboardings expected throughout 2026! Equipment is provided. Customer Service Agents may also provide other functions, such as examination scheduling, rescheduling, or information verification. The position is fully remote. The pay for this role is $17 per hour. This is a W2 position. Multiple openings are available, with new hire onboardings expected throughout 2026! Equipment is provided. Customer Service Agents may also provide other functions, such as examination scheduling, rescheduling, or information verification. The position is fully remote. The pay for this role is $17 per hour. This is a W2 position. Multiple openings are available, with new hire onboardings expected throughout 2026! Equipment is provided. Customer Service Agents may also provide other functions, such as examination scheduling, rescheduling, or information verification. The position is fully remote. The pay for this role is $17 per hour. This is a W2 position. Multiple openings are available, with new hire onboardings expected throughout 2026! Equipment is provided. Customer Service Agents may also provide other functions, such as examination scheduling, rescheduling, or information verification. The position is fully remote. The pay for this role is $17 per hour. This is a W2 position. Multiple openings are available, with new hire onboardings expected throughout 2026! Equipment is provided. Customer Service Agents may also provide other functions, such as examination scheduling, rescheduling, or information verification. The position is fully remote. The pay for this role is $17 per hour. This is a W2 position. Multiple openings are available, with new hire onboardings expected throughout 2026! Equipment is provided. Customer Service Agents may also provide other functions, such as examination scheduling, rescheduling, or information verification. The position is fully remote. The pay for this role is $17 per hour. This is a W2 position. Multiple openings are available, with new hire onboardings expected throughout 2026! Equipment is provided. Customer Service Agents may also provide other functions, such as examination scheduling, rescheduling, or information verification. The position is fully remote. The pay for this role is $17 per hour. This is a W2 position. Multiple openings are available, with new hire onboardings expected throughout 2026! Equipment is provided. Customer Service Agents may also provide other functions, such as examination scheduling, rescheduling, or information verification. The position is fully remote. The pay for this role is $17 per hour. This is a W2 position. Multiple openings are available, with new hire onboardings expected throughout 2026! Equipment is provided. Customer Service Agents may also provide other functions, such as examination scheduling, rescheduling, or information verification. The position is fully remote. The pay for this role is $17 per hour. This is a W2 position. Multiple openings are available, with new hire onboardings expected throughout 2026! Equipment is provided. Customer Service Agents may also provide other functions, such as examination scheduling, rescheduling, or information verification. The position is fully remote. The pay for this role is $17 per hour. This is a W2 position. Multiple openings are available, with new hire onboardings expected throughout 2026! Equipment is provided. Customer Service Agents may also provide other functions, such as examination scheduling, rescheduling, or information verification. The position is fully remote. The pay for this role is $17 per hour. This is a W2 position. Multiple openings are available, with new hire onboardings expected throughout 2026! Equipment is provided. Customer Service Agents may also provide other functions, such as examination scheduling, rescheduling, or information verification. The position is fully remote. The pay for this role is $17 per hour. This is a W2 position. Multiple openings are available, with new hire onboardings expected throughout 2026! Equipment is provided. Customer Service Agents may also provide other functions, such as examination scheduling, rescheduling, or information verification. The position is fully remote. The pay for this role is $17 per hour. This is a W2 position. Multiple openings are available, with new hire onboardings expected throughout 2026! Equipment is provided. Customer Service Agents may also provide other functions, such as examination scheduling, rescheduling, or information verification. The position is fully remote. The pay for this role is $17 per hour. This is a W2 position. Multiple openings are available, with new hire onboardings expected throughout 2026! Equipment is provided. Customer Service Agents may also provide other functions, such as examination scheduling, rescheduling, or information verification. The position is fully remote. The pay for this role is $17 per hour. This is a W2 position. Multiple openings are available, with new hire onboardings expected throughout 2026! Equipment is provided. Customer Service Agents may also provide other functions, such as examination scheduling