Remote Customer Service Representative

Summary

The job is for a Customer Service Representative role in a Small Business supporting a federal client, handling global inquiries about applications developed by DHS. The position is currently remote but requires residency in the DMV and offers competitive benefits.

Requirements

• Must be a U.S. Citizen
• Must be able to meet all security eligibility requirements
• Bilingual fluency in English/Spanish is required
• Bachelor of Arts or Science from an accredited college or university is required
• 2 years of customer service experience are required

Responsibilities

• Provide timely and accurate responses to inquiries from travelers around the globe regarding applications developed by DHS
• Provide and respond to live contacts in order to give the appropriate response from provided responses and materials
• Assist in identifying multiple questions/concerns/inquiries in email and respond using Government-approved response template language
• Input correct information into the Customer Database, including use of correct grammar and spelling, accurate selection of all appropriate contact subject categories and a maximum of 5 resolutions, and addition of any notes or comments pertinent to the contact and/or contact record
• Provide and transfer any reportable communication to the appropriate department
• Answer customers questions; make referrals: help clarify policies and procedures
• Provide general travel assistance information
• Provide information for filing claims with DHS

Preferred Qualifications

• Ability to maneuver and use web-based applications
• Exceptional writing skills
• Technical acumen

Benefits

Competitive benefits, including healthcare and 401(K)