Part-Time Temporary Customer Support Specialist (Bilingual English & Spanish)

Trilogy Federal•Arlington, VA

2d•Hybrid

About The Position

Trilogy Federal is seeking a Part-time Temporary Customer Support Specialist for a six-month project focused on assessing customer satisfaction with the National Cemetery Administration's (NCA) burial and memorial benefits. This role involves administering customer satisfaction surveys to next of kin to help NCA evaluate its mission compliance and improve services. The position is 100% remote after initial onsite training in the D.C. Metro Area. The primary goal is to respond to next of kin inquiries about the surveys via phone and email, ensuring high response rates and contributing to the improvement of memorial services.

Requirements

Bilingual communication skills; fluent in English and Spanish (written and spoken) to answer/respond to phone calls and emails from next-of-kin with questions in Spanish regarding VA surveys.
High School Diploma or Equivalent.
At least 4 years of professional office-based work.
The ability to work a 4-hour shift daily for approximately 6.5 months.
Excellent verbal and written communication skills: the ability to speak effectively and warmly to Veterans from a variety of backgrounds.

Nice To Haves

Understanding or experience working with VA strongly desired

Responsibilities

Answer/respond to phone calls and emails from next-of-kin with questions regarding VA surveys.
Deliver best-in-class customer service support on behalf of Trilogy.
Troubleshoot issues and provide answers related to the surveys for speedy resolution.
Use provided training materials to correctly answer questions.
Determine whether a call should be escalated, as appropriate, if unable to resolve directly.
Ensure total compliance with all company policies and government regulations.
Maintain required documentation.
Perform other related duties as required by management.