CUSTOMER CALL SPECIALIST II (REMOTE)
About The Position
Customer Call Specialist II shall provide advanced customer service support to the U.S. Department of Justice (DOJ), Office of Justice Programs (OJP), Bureau of Justice Assistance (BJA), Public Safety Officers' Benefits (PSOB) Program. Serves as the initial point of contact for survivors, injured public safety officers, family members, and agency representatives seeking information regarding federal death, disability, and educational assistance benefits. This position requires extensive experience supporting claims or benefits programs while ensuring accurate case documentation, exceptional customer service, and timely coordination with Government personnel.
Requirements
- High School Diploma or equivalent.
- Minimum two (2) years of benefits, claims processing, or customer service experience in a high-volume call center or similar environment.
- Experience utilizing Microsoft Office Suite, including Outlook, Word, and Excel.
- Experience working with electronic case management or customer relationship management (CRM) systems.
- Ability to obtain and maintain Public Trust (Minimum Background Investigation).
- Must be a U.S. citizen
- Excellent customer service and telephone communication skills.
- Strong verbal and written communication skills.
- Ability to communicate professionally and compassionately with individuals experiencing difficult circumstances.
- Strong attention to detail and organizational skills.
- Ability to accurately document customer interactions.
- Ability to prioritize multiple tasks in a fast-paced environment.
- Ability to work independently in a remote environment.
- Ability to maintain confidentiality and safeguard sensitive information.
- Proficiency using Microsoft Office applications.
Responsibilities
- Serve as the initial point of contact for customers contacting Customer Call Center.
- Provide timely, accurate, and courteous information regarding benefits, claims, and application requirements.
- Provide compassionate customer service to survivors, injured officers, and public safety agencies.
- Capture and maintain application information within the Government's case management system.
- Review submitted applications for basic completeness and required documentation.
- Document all customer interactions within the PSOB 2.0 Portal.
- Route inquiries requiring Government action to appropriate personnel.
- Scan, upload, and organize supporting documentation using Government-furnished equipment.
- Assist with routine correspondence and mail merge activities.
- Protect sensitive and Personally Identifiable Information (PII).
- Perform other duties as assigned.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
