Customer Service Representative

Summary

Join our team of talented CSR professionals supporting a federal client in a fast-paced, remote operational environment. This role offers significant growth opportunities in professional skills, communication, and customer service. You will provide timely and accurate responses to inquiries from global travelers regarding DHS applications, visa renewals, and other travel-related topics. Residency in the DMV is required, and a Bachelor's degree with 2 years of customer service experience is necessary. Compensation includes a competitive salary and benefits, including healthcare and 401(k). This position is currently remote.

Requirements

• Must be a U.S. Citizen
• Must be able to meet all security eligibility requirements
• Bachelor of Arts or Science from accredited college or university required
• 2 years of customer service experience required
• Residency in the DMV is required

Responsibilities

• Provide timely and accurate responses to inquiries from travelers around the globe regarding the applications developed and managed by DHS to aid in re-entry, visa renewal services, and other travel and immigration related topics
• 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
• Other duties as assigned

Preferred Qualifications

Ability to maneuver and use web-based applications; possess excellent verbal and vocal skills, exceptional writing skills and technical acumen

Benefits

• Healthcare
• 401(K)