Customer Service Representative

DIRECT INTERACTIONS INC • Nampa, ID

1d • Remote

About The Position

The Customer Service Representative (CSR) is the first point of contact for individuals referred to the 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. Direct Interactions runs contact centers across the country with a team of American representatives. Our commitment to social responsibility is reflected in our business practices, as we offer work-from-home opportunities to a diverse range of individuals, including those with disabilities, veterans, and military spouses. Direct Interactions collaborates with organizations to enhance public service by implementing innovative strategies and nurturing teams of empathetic individuals who leverage their personal experiences to guide others through complex challenges, resulting in tangible improvements in outcomes. At Direct Interactions, our team is comprised of some of the most compassionate and skilled contact center professionals in the nation. By joining us, you will have the opportunity to positively impact the lives of individuals in need, knowing that your efforts have made a meaningful difference. Whether you have ample experience in contact centers or are just beginning your journey in this field, we are eager to get to know you better! Our focus is on the well-being of both our clients and our team members, recognizing that work is a significant part of life. Become a part of the DI family, where you can strike a balance between work and personal life. Collaborating with various organizations and states, we deliver top-notch service to customers. Our flexible scheduling ensures that you can maintain a healthy work-life equilibrium while contributing to our mission.

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
• High-speed Internet via a hard wired ethernet connection, no Wi-Fi, satellite or cellular hotspot or cellular internet

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

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

Benefits

• Accrued paid time Off (PTO)
• Sick time
• Health and Medical/Dental insurance plans are available after 60 days worked
• Training provided on state benefit policies, E&T procedures, and call handling systems

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED