Customer Service Representative - January 2027 Start - Inbound Only

Principle Choice Solutions LLC•Wichita, KS

1d•Remote

About The Position

Principle Choice Solutions (PCS) is hiring a fully remote, full-time Inbound Call Center Representative to support Veterans, caregivers, and healthcare providers. The representative serves as a first point of contact, answering questions, researching information, helping callers find solutions, and documenting interactions accurately across multiple systems. The position is inbound only, with no cold calling, sales, or collections. PCS provides paid training, required equipment, ongoing support, and security and privacy training. 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. The role includes a set schedule and full-time benefits. Associates assigned closing coverage must remain on duty until calls in the queue are resolved; this may require staying beyond the scheduled shift and may result in overtime. The posted base wage is $16.85 per hour, plus a $4.93-per-hour Health & Welfare Benefit available for up to 40 hours per week. The listed total is $21.78 per hour for the first 40 hours weekly. Final pay may differ based on the applicable Service Contract Act wage determination for the county where the associate resides and works. The role is listed under Wichita, Kansas, but is remote.

Requirements

U.S. citizenship; work sponsorship is not available.
Two forms of valid identification, one of which must be REAL ID-compliant 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 staying 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.

Nice To Haves

At least 1 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 professionally and in a friendly manner.
Assist Veterans and providers with questions about services and support programs.
Research information and help callers find solutions.
Accurately document call details and next steps in multiple 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, potentially beyond the scheduled shift.