Customer Service Representative

DIRECT INTERACTIONS INC•Nampa, ID

2d•Remote

About The Position

The Customer Service Representative (CSR) is the first point of contact for individuals referred to Employment & Training (E&T) program for the Idaho Department of Health & Welfare. CSRs guide participants through orientation, scheduling, program navigation, and proactive outreach to ensure compliance and prevent benefit loss. Utilizing DI's tech tools, CSRs deliver fast, accurate, and consistent support. This role is key to participant retention and program success statewide. As the first point of contact for participants referred to the E&T program, you will provide a welcoming introduction and guide them through orientation, explaining participation requirements, exemptions, and reporting obligations. You will assist with scheduling appointments, manage confirmations and cancellations, and send reminders to ensure timely participation. You will offer live assistance via phone, SMS, and email, addressing inquiries and proactively reaching out to participants at risk of non-compliance or losing benefits. Additionally, you will use the DI platform to track at-risk participants, initiate outreach, and document all interactions in real time. You’ll ensure compliance with documentation standards, protect confidential information, and escalate complex cases when necessary. Your role will be key to ensuring participants stay engaged and meet program requirements.

Requirements

Candidates should reside in Idaho; those from neighboring states are welcome to apply
Must maintain composure across a variety of customer and peer interactions, including handling frustrated or anxious participants with empathy and professionalism
Experience working in a team environment, including cooperation with co-workers and joint problem-solving
Strong listening skills and ability to make participants feel heard, respected, and supported
Excellent verbal communication skills (grammar, pronunciation, tone) across phone, SMS, virtual platforms, and in-person
Strong ability to manage a high volume of participant contacts, follow-ups, and scheduling tasks while maintaining accuracy in documentation and data entry
Ability to manage time effectively, prioritize tasks, and navigate multiple software systems simultaneously in a metrics-driven environment
Sound judgment in recognizing when a participant's situation requires escalation to a case manager or supervisor
Proficient in using digital platforms, CRM systems, and multi-channel communication tools as primary instruments of daily work
High school diploma or equivalent required
Minimum 1 year of customer service, call center, or participant-facing service experience, preferably in a government program, healthcare, social services, or benefits-related setting
Must pass a criminal background check paid for by us (Direct Interactions)
Legally able to work in the United States
Desktop (preferred) or a true laptop; Apple/Mac, Tablets or Smart devices, Windows Mini PCs, Chromebook, Notebooks, Virtual PCs and Android systems are NOT compatible (Intel or AMD CPU).
Operating system – Windows 11 we no longer support Windows 10.
Your computer must have the minimum 8GB of RAM installed and a processor speed of 2.00GHz or higher and can not be in S mode; Anything less will not work with the clients software.
At least 25 Mbps Download Speed
At least 3 Mbps Upload Speed
200ms Latency
50ms Jitter
1% Packet Loss
4+ CPU Cores
US based Internet service provider (ISP); NO T-MOBILE HOME INTERNET. NO 5G INTERNET.
High-speed Internet via a hard wired ethernet connection, no Wi-Fi, satellite or cellular hotspot or cellular internet.
USB wired headset with noise-canceling microphone
Must have an operational web cam
Must have an operational smart phone

Nice To Haves

Associate's or Bachelor's degree in Social Work, Human Services, Communications, Public Administration, or a related field preferred
Experience with or knowledge of SNAP, TANF, Medicaid, SNAP E&T, or similar public benefits programs preferred
Familiarity with trauma-informed or motivational communication approaches is a plus
Experience working in a metrics-driven or quality-monitored service environment is beneficial
Bilingual or multilingual candidates, particularly Spanish-speaking, are strongly encouraged to apply
A second monitor is not required, but strongly recommended.

Responsibilities

Serve as the first point of contact for participants referred to the E&T program, providing an informative and welcoming introduction to program services, requirements, and expectations
Conduct orientation sessions (via phone, SMS, or in person), explaining mandatory participation rules, exemptions, reporting obligations, and how to work with case managers
Guide participants through accessing self-service tools like the participant portal to track goals, request services, and monitor progress
Manage scheduling tasks, including initial appointments, confirmations, cancellations, and rescheduling, ensuring all changes are documented in the DI platform
Send and follow up on automated appointment reminders to reduce no-show rates and keep participants on track with program requirements
Provide timely, accurate responses to participant inquiries via phone, SMS, and email regarding program status, exemptions, reporting deadlines, and services
Proactively reach out to participants at risk of losing benefits or missing reporting deadlines, using various communication channels (SMS, phone, IVR) to prompt re-engagement
Assist participants with limited digital access or language barriers, ensuring they understand program requirements and have support as needed
Document all participant interactions in the DI CRM in real time, adhering to compliance, documentation, and quality assurance standards
Identify and escalate compliance concerns, unusual situations, or policy exceptions to the appropriate team member for further resolution