Customer Service Representative - January 2027 Start - Inbound Only

Principle Choice Solutions LLC•Tucson, AZ

3d•Remote

About The Position

Principle Choice Solutions (PCS) is hiring a remote inbound call center representative to support Veterans, caregivers, and healthcare providers by answering questions, resolving problems, and connecting callers with relevant information and support programs. The role is fully remote and includes paid training, company-provided equipment, ongoing support, and opportunities for career growth. There is no cold calling, sales, or collections. Representatives answer incoming calls, research information, navigate multiple systems, resolve questions, and accurately document call details. They are expected to provide professional, empathetic service while meeting quality and performance expectations. The position requires end-of-day coverage when assigned to closing coverage; associates may need to stay beyond their scheduled shift until calls in the queue are resolved, which may result in overtime. The work takes place in a professional home-office environment. Associates spend most of the day using a computer and telephone headset, navigating software systems, speaking with customers, and documenting information. Paid training, required equipment, and security and privacy training are provided. Compensation is listed as $16.26 per hour base wage plus a $4.93-per-hour Health & Welfare Benefit, available for up to 40 hours per week. The final hourly rate may vary based on the applicable Service Contract Act wage determination for the associate’s county of residence and work.

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 remaining on duty until all calls in the queue are resolved when assigned to closing coverage; this may require staying beyond the scheduled shift and may result in overtime.
Clear and professional communication, attention to detail, multitasking ability, dependability, and self-motivation while working remotely.

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 professionally and courteously.
Assist Veterans, caregivers, and healthcare providers with questions about services and support programs.
Research information and help callers find solutions in real time.
Navigate multiple software systems while speaking with callers.
Accurately document call details and next steps in multiple systems.
Provide empathetic, patient, and professional customer support.
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 to closing coverage, remain on duty until calls in the queue are resolved, including beyond the scheduled shift when necessary.