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Military Spouse Corporate Career Network

1d•Remote

About The Position

The Customer Service Agent/Representative (CSR) is a pivotal role within the Contact Center, receiving, investigating, and resolving customer inquiries primarily by phone, as well as by fax, email, chat, SMS, and other communication channels. The CSR supports Veterans with general questions about the MDE process and Veteran-facing portals and web pages. The role uses software applications including internal and external websites, telephone systems, CRM applications, and other resources, and requires entering supporting information into systems and web forms. Transactions must be handled accurately, courteously, and promptly. The role may also include examination scheduling, rescheduling, and information verification. This is a fully remote W2 position open to CONUS, Alaska, and Hawaii; California is excluded. Equipment is provided, and a background check is required. The role pays $17 per hour and has rotational eight-hour shifts scheduled within 4:00 AM–10:00 PM PST, Monday through Saturday. Some weekend and holiday work may be required. The first two weeks are mandatory training, Monday through Friday, 9:00 AM–5:30 PM EST, conducted over Zoom. Trainees must participate on camera throughout each training day, attend all sessions to graduate, and maintain a professional, distraction-free workspace with a strong internet connection. The posting targets a December 2026 start date, with onboarding expected through the end of 2026 and additional onboarding cohorts throughout the year.

Requirements

At least 3 years of customer service or contact center experience.
High school diploma or GED required.
Ability to read and speak English clearly, professionally, and fluently.
Listening and human relations skills.
Ability to organize simultaneous tasks and understand the process or workflow for resolving each inquiry.
Typing and writing abilities.
Ability to respond appropriately to changing situations.
Ability to work as a team member.
Must attend the mandatory two-week training program and remain on camera throughout each training day.
Must have a strong internet connection and a professional, distraction-free personal workspace for training.

Nice To Haves

Degree preferred.

Responsibilities

Answer inbound calls and inquiries through other channels, including email, chat, and SMS, courteously, promptly, and professionally while following established guidelines and policies.
Make outbound calls as needed based on business needs.
Resolve customer inquiries or escalate them promptly.
Encourage customers to use electronic communication.
Accurately document customer interactions in a Case Management or Customer Relationship Management (CRM) system.
Follow standard operating procedures and policies.
Maintain interaction quality as measured by internal quality monitoring forms and customer satisfaction surveys.
Follow established escalation processes for inquiries requiring additional investigation or a higher level of support.
Use FAQs, departmental knowledge bases, and training materials to answer customer inquiries.
Maintain current knowledge of applicable policies and procedures.
Follow the published schedule and attendance guidelines.
Perform examination scheduling, rescheduling, or information verification as needed.
Perform other duties as assigned.