Customer Service Representative (SNAP Benefits)

VIATEQ Corporation is looking for a dedicated and motivated Customer Service Representative to support individuals and families seeking assistance with SNAP. In this role, you will be the first point of contact for callers seeking information about eligibility, application status, and program requirements.

Responsibilities:

• Answer inbound and outbound calls from Virginia residents regarding SNAP benefits
• Provide accurate information about program eligibility, application processes, documentation requirements, and benefit timelines
• Assist callers with questions about application status, benefit usage, recertification, and account updates
• De-escalate concerns and provide clear guidance to resolve issues in a professional and supportive manner
• Document all customer interactions accurately in call center systems and case tracking tools
• Maintain strict confidentiality and privacy standards when handling personal and sensitive information
• Follow established quality assurance and call handling procedures to ensure consistent and compliant service
• Utilize multiple systems including call center platforms, databases, and web-based resources to research and resolve inquiries
• Collaborate with supervisors or program specialists when calls require additional assistance or escalation
• Maintain a sufficient reliable private internet connection, not supplied by the use of cellular data, with the ability to hardwire via ethernet cable

Requirements:

• Must reside in Virginia and be authorized to work in the United States
• High School Diploma or GED
• Strong verbal and active listening skills
• Strong customer service skills
• Strong computer skills
• Ability to multi-task while maintaining accuracy and professionalism
• Ability to sit for extended periods of time while handling calls
• Ability to successfully pass a background check
• Strong internet connection due to the remote nature of this role
• Maintain a sufficient reliable private internet connection, not supplied by the use of cellular data, with the ability to hardwire via ethernet cable
• Previous experience supporting public benefits programs or working in a benefits-related call center
• Previous experience as a Customer Service Representative