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VetJobs

2d•Remote

About The Position

The Customer Service Agent/Representative (CSR) is a remote contact-center role supporting Veterans with general inquiries about the MDE process and Veteran-facing portals and web pages. The CSR receives, investigates, and resolves customer inquiries primarily by phone, and also through fax, email, chat, SMS, and other communication channels. The role uses internal and external websites, telephone systems, CRM applications, and other resources, and requires entering supporting information into systems and web forms accurately, courteously, and promptly. Agents may also help schedule or reschedule examinations and verify information. The position is fully remote and open to applicants in the continental United States, Alaska, and Hawaii; California is excluded. It pays $17 per hour as a W-2 position. Rotational, performance-based eight-hour shifts are scheduled within the stated operating window. New-hire onboarding is expected through the end of 2026, with the posting targeting a December 2026 start date. The first two weeks are mandatory training, Monday through Friday, 9:00 a.m. to 5:30 p.m. Eastern, conducted by Zoom. Trainees must attend, remain on camera, participate from a personal workspace with strong internet, and wear professional attire without background distractions or interruptions. A background check is required, and equipment is provided.

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 workflow for resolving inquiries.
Typing and writing abilities.
Ability to respond appropriately to changing situations.
Ability to work as a team member.
Ability to attend mandatory two-week training Monday through Friday, 9:00 a.m. to 5:30 p.m. Eastern, with daily on-camera participation from a suitable personal workspace with strong internet.
Ability to work rotational eight-hour shifts within the stated operating hours and comply with attendance guidelines.
Successful completion of a background check.

Nice To Haves

A degree is preferred.

Responsibilities

Answer inbound phone 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 when necessary.
Encourage electronic communication with customers.
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.
Use the established escalation process for inquiries requiring further investigation or a higher level of support.
Use FAQs, departmental knowledge bases, and training materials to answer inquiries.
Maintain current knowledge of applicable policies and procedures.
Follow the published schedule and attendance guidelines.
Assist with examination scheduling or rescheduling and information verification as needed.
Perform other duties as assigned.