National Workforce Information Representative

This is a fully remote position, open to applicants in United States.

📋 Description

• Address customer inquiries via phone, email, text, chat, IVR/self-service tools, and other designated platforms.

• Offer clear and precise information utilizing approved knowledge-base articles, standard operating procedures, and work instructions.

• Provide Tier 1 customer support, which includes information services, referrals, order intake and fulfillment, handling comments and complaints, managing service requests, supporting emergency inquiries, and routing escalations.

• Accurately record customer information, cases, and interactions in designated systems while directing inquiries to the appropriate support channels.

• Evaluate customer needs, resolve inquiries within established authority, and escalate any unresolved issues in accordance with program procedures.

• Professionally manage crisis, emergency, sensitive, confidential, or difficult customer interactions with discretion.

• Achieve standards for call handling, service quality, response times, accuracy, documentation, and customer satisfaction.

• Complete mandatory cross-training across various programs, services, and communication channels.

• Engage in necessary training, coaching, quality assurance monitoring, and performance enhancement activities.

• Work assigned shifts in a 24x7x365 customer support environment catering to multiple programs and service lines.

• Ensure adherence to shift and schedule requirements.

⛳️ Requirements

• A high school diploma or General Education Development (GED) certificate is required.

• Must be a U.S. Citizen or Permanent Resident.

• At least two (2) years of customer service experience, preferably in a contact center or telephone support setting.

• Proven proficiency in the English language, both verbal and written.

• Excellent customer service and interpersonal skills.

• Ability to successfully pass a background investigation and drug screening.

• Competent keyboarding and data entry abilities.

• Basic computer skills, including the capability to navigate multiple systems and applications simultaneously.

• Public trust clearance is required.

• A comprehensive federal background check and fingerprinting may be necessary.

• Must be able to provide non-cellular high-speed internet service, such as Fiber, DSL, or cable modem, for a home office setup.

• Ability to meet the minimum internet speed requirements for the specific program.

• Hotspots, satellite, and wireless internet services are not permitted.

• Spanish bilingual skills are highly preferred.

🏝️ Benefits

• Health & Welfare benefit of $5.09 per hour for all hours worked, up to 40 hours per week.

• Senture supplies all necessary equipment for the remote position.