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

Trilogy Federal•Arlington, VA

1d•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 burial and memorial benefits offered by the National Cemetery Administration (NCA). The role involves administering customer satisfaction surveys to next of kin to help NCA evaluate its mission compliance and improve services. This is a 100% remote position after initial onsite training, requiring candidates to have backgrounds in call center support, customer service, or administrative assistance. The primary duties include responding to next of kin inquiries about the surveys via phone and email, ensuring high survey response rates, and utilizing provided training materials for accurate information dissemination. The goal is to assist NCA in enhancing the quality and delivery 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.
Current available shifts include: Monday-Friday from 9am-1pm ET or Monday-Friday from 1pm-5pm ET.
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.