Call Center Customer Service Representative

Customer Service Agent (Representative)Location: Remote

Working hours: Open to work between 7 AM EST - 1 AM EST (rotational 8 hours shifts) Monday to Saturday.

Payrate: $17/hr

Training start date: 6th JulyMandatory Training: 2–3-weeks Video Training Program. Attendance and Video ParticipationPosition Overview

The Customer Service Agent/Representative (CSR) is a pivotal role within the Contact Center, serving as a primary point of contact for VA calling about their VA Medical Disability Examination (MDE) – also known as a Compensation and Pension (C&P) exam. In this role, the CSR primarily handles inbound calls (and may support other channels such as email and chat) to schedule and reschedule appointments, provide general assistance related to the program process and VA-facing portal, and resolve or appropriately escalate inquiries in accordance with established guidelines and policies. The CSR uses required systems—including telephone platforms, internal/external websites, and a case management/Customer Relationship Management (CRM) system—to document interactions and complete transactions accurately, courteously, and on time.

Key Responsibilities (Essential Functions)

• Answer inbound calls in a courteous, timely, and professional manner, following established guidelines and policies.
• Schedule and reschedule C&P exam appointments, confirming required details and next steps.
• Provide general support related to the program process and navigation of the Veteran-facing portal.
• Make outbound calls as needed (e.g., follow-ups, confirmations, information verification).
• Investigate, resolve, or escalate inquiries within required timeframes using the established escalation process.
• Accurately document interactions in the CRM/case management system (e.g., notes, dispositions, and supporting details).
• Follow Standard Operating Procedures (SOPs), policies, privacy expectations, and quality standards for each interaction.
• Use approved resources (e.g., knowledge base, FAQs, training materials) to research and provide accurate information.
• Maintain up-to-date knowledge of process changes, policy updates, and workflow modifications.
• Adhere to assigned work schedule and attendance requirements; may be required to work weekends and holidays.
• Perform other duties as assigned to support Contact Center operations.

Required Qualifications

• Education: High school diploma or GED required (Associate’s degree preferred).
• Experience: 2–3 years of customer service, preferably in a contact center.
• Language: Ability to read and speak English clearly, professionally, and fluently.

Required Skills & Abilities

• Strong customer service, empathy, and de-escalation skills.
• Ability to multi-task across phone and computer systems while maintaining accuracy.
• Clear verbal communication, strong typing, and thorough documentation skills.
• Strong attention to detail and ability to follow structured workflows and escalation paths.
• Adaptability to changing priorities, processes, and guidance.
• Ability to incorporate coaching and feedback.
• Proficiency in Microsoft Office Teams and Outlook.
• Basic computer literacy and ability to troubleshoot common technical issues like internet connectivity, browser issues, or password resets.

Quality & Performance Expectations

• Meet established quality, compliance, and documentation standards.
• Demonstrate professionalism and confidentiality while supporting Veterans.

Work Environment & Schedule

• Contact Center role requiring extended periods of headset and computer use.
• Frequent data entry and on-screen navigation while on calls.
• Schedule adherence required; weekends/holidays may be included based on operational needs.

Internet Proficiency

• Demonstrates basic internet navigation skills, including the ability to use web browsers, search for information, and complete online forms
• Able to access and navigate web‑based systems, training platforms, and communication tools
• Comfortable using email, opening links, and managing attachments
• Capable of troubleshooting simple connectivity or browser issues (e.g., refreshing pages, switching tabs)
• Able to join and participate in virtual meetings using mobile or Laptop
• Shows readiness to learn new online tools, systems, and platforms as required for the role