Customer Service Representative - January 2027 Start - Inbound Only

Principle Choice Solutions LLC•Tampa, FL

2d•Remote

About The Position

Principle Choice Solutions (PCS) is hiring a fully remote, inbound-only Customer Service Representative to support Veterans, caregivers, and healthcare providers. The representative is the first point of contact for callers seeking assistance and information about services and support programs. The role involves answering incoming calls, researching information, resolving questions, documenting interactions across multiple systems, and providing empathetic, accurate, professional service. There are no cold calls, sales, or collections. The position includes paid training, company-provided equipment, ongoing coaching and support, a set schedule, and opportunities for career growth. Associates work from a professional home office and spend most of the day using a computer and telephone headset, navigating software systems, speaking with callers, and documenting information. Security and privacy training is provided. Closing coverage may require staying beyond the scheduled shift until all calls in the queue are resolved, which may result in overtime. Compensation is listed as $17.03 per hour, plus a $4.93-per-hour Health & Welfare Benefit available for up to 40 hours per week. The posting notes that the final rate depends on the applicable Service Contract Act wage determination for the county where the associate resides and works. The role offers medical, dental, and vision coverage; paid time off, paid sick time, and 11 paid holidays; a 401(k) with employer matching; tuition assistance; and employee support programs.

Requirements

U.S. citizenship; work sponsorship is not available.
Two forms of valid identification, including one REAL ID-compliant identification or a U.S. passport.
Ability to obtain and maintain a VA government background investigation.
Excellent customer service and communication skills.
Strong problem-solving abilities.
Ability to work independently and as part of a team.
Ability to ensure end-of-day coverage by remaining on duty until all calls in the queue are resolved when assigned closing coverage; this may require staying beyond the scheduled shift and may result in overtime.
Clear, professional communication; dependability and self-motivation in a remote work setting; attention to detail; and ability to multitask between calls and computer systems.

Nice To Haves

At least one year of call center experience.
Customer service experience.
Experience in healthcare, insurance, government services, or related support environments.
Experience handling a high volume of inbound calls.

Responsibilities

Answer incoming calls from Veterans, caregivers, and healthcare providers in a professional and friendly manner.
Assist callers with questions about services and support programs.
Research information and help callers find solutions in real time.
Navigate multiple systems while speaking with callers.
Accurately document call details and next steps across systems.
Provide an exceptional customer experience through empathy, patience, and problem-solving.
Meet quality and performance expectations while maintaining accuracy.
Collaborate with teammates and leadership to improve service delivery.
Participate in coaching, training, and team meetings.
When assigned closing coverage, remain on duty until all calls in the queue are resolved; this may extend beyond the scheduled shift.