National Workforce Information Representative - Remote Select States

Military Spouse Corporate Career Network

6d•Remote

About The Position

Senture, a Teleperformance Company, is seeking a National Workforce Information Representative to join their TP Government Services team. This role provides high-quality inbound and outbound customer care support for federal, state, and commercial clients through a 24/7/365 multi-channel operation (phone, email, chat, text, self-service). Team members assist customers in navigating services, accessing information, resolving inquiries, and connecting with resources, playing a key role in delivering accurate information and exceptional customer service.

Requirements

High school diploma or General Education Development (GED) certificate required.
Must be a U.S. Citizen or Permanent Resident.
Minimum of two (2) years of customer service experience, preferably in a contact center or telephone support environment.
Demonstrated proficiency in the English language, including verbal and written communication.
Strong customer service and interpersonal skills.
Ability to successfully pass background investigation and drug screen.
Proficient keyboarding and data entry skills.
Basic computer proficiency, including the ability to navigate multiple systems and applications simultaneously.
Must have the ability to provide a non-cellular high speed internet service such as Fiber, DSL, or cable modems for a home office.
Must be able to meet the minimum internet speed requirements for specific program.
Hotspots, satellite and wireless internet service is NOT allowed for this role.

Nice To Haves

SPANISH BILINGUAL HIGHLY PREFERRED
Candidates should be flexible

Responsibilities

Respond to customer inquiries through multiple communication channels, including phone, email, text, chat, IVR/self-service tools, and other assigned platforms.
Provide clear, accurate information using approved knowledge-base articles, standard operating procedures, and work instructions.
Deliver Tier 1 customer support, including information services, referrals, order intake and fulfillment, comments and complaints handling, service requests, emergency inquiry support, and escalation routing.
Accurately document customer information, cases, and interactions in designated systems and route inquiries to the appropriate support channels when needed.
Assess customer needs, resolve inquiries within established authority, and escalate unresolved issues in accordance with program procedures.
Handle crisis, emergency, sensitive, confidential, or challenging customer interactions professionally and with discretion.
Meet established standards for call handling, service quality, response times, accuracy, documentation, and customer satisfaction.
Complete required cross-training across programs, services, and communication channels to support operational needs.
Participate in required training, coaching, quality assurance monitoring, and performance improvement activities.
Work assigned shifts within a 24x7x365 customer support environment serving multiple programs and service lines.
Maintain shift and schedule adherence.