Customer Support Specialist

Summary

Join Trilogy Federal as a part-time Customer Support Specialist for a five-month project assisting military Veterans. You will provide exceptional customer service by answering Veteran questions about a VA survey via phone and email, ensuring high response rates. This remote position requires excellent communication skills and at least four years of office experience. The ideal candidate will have experience working with the VA. The position is 100% remote, but candidates must be located in the D.C. Metro Area for potential onsite training. Trilogy offers competitive benefits, including health insurance, 401(k) match, paid time off, and tuition reimbursement.

Requirements

• High School Diploma or Equivalent
• At least 4 years of professional office-based work
• The ability to obtain a Public Trust clearance, including background check and fingerprints
• The ability to work a 5-hour shift for approximately 5 months. The current shift available is: Monday-Friday from 1pm-6pm ET (can be flexible; earlier start considered)
• Excellent verbal and written communication skills: the ability to speak effectively and warmly to Veterans from a variety of backgrounds

Responsibilities

• Answer/respond to phone calls and emails from Veterans with questions regarding an annual VA survey
• Deliver best-in-class customer service support on behalf of Trilogy Federal
• Troubleshoot issues and provide answers related to the annual survey 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

Preferred Qualifications

Understanding or experience working with VA strongly desired

Benefits

• Medical/dental/vision insurance coverage
• 401(k) match
• Paid holidays
• Paid time off
• Tuition reimbursement
• A very supportive work/life balance