Remote Customer Service Representative - Contact Center

Remote Customer Service Representative - USCIS Contact CenterSupport a Mission That Matters ITCON Services is seeking dedicated and customer-focused Customer Service Representatives to support a high-impact contact center program for U.S. Citizenship and Immigration Services (USCIS). In this role, you will be on the front lines—helping individuals navigate important services and processes with clarity, professionalism, and empathy. If you thrive in a fast-paced environment and enjoy helping people, this is an opportunity to make a meaningful difference every day. Why Join ITCON?

• Be part of a mission-driven federal program serving millions of customers
• Work in a supportive, team-oriented environment
• Gain experience with modern contact center technologies
• Access training and professional growth opportunities
• Enjoy the flexibility of a fully remote role

What You'll DoCustomer Support & Communication

• Handle customer inquiries across multiple channels, including inbound/outbound calls, web chat, web forms, and secure messaging
• Manage up to two concurrent chat sessions while maintaining accuracy and professionalism
• Provide clear, accurate, and complete information in plain language

Service Delivery & Case Management

• 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

What You Bring

• Strong customer service and communication skills
• Ability to multitask and manage multiple communication channels simultaneously
• Comfort working in a fast-paced, structured contact center environment
• Strong attention to detail and ability to follow processes and guidelines
• Basic technical proficiency and ability to learn new systems quickly

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