Call Center Customer Service Representative

Infinite Computer Solutions is seeking a Customer Service Agent to serve as a primary point of contact for Veterans regarding their Medical Disability Examination. The role involves handling inbound calls, scheduling appointments, providing assistance, and resolving inquiries while adhering to established guidelines.

Responsibilities:

• Answer inbound calls in a courteous, timely, and professional manner, following established guidelines and policies
• Schedule and reschedule C&P exam appointments, confirming required details and next steps
• Provide general support related to the program process and navigation of the Veteran-facing portal
• Make outbound calls as needed (e.g., follow-ups, confirmations, information verification)
• Investigate, resolve, or escalate inquiries within required timeframes using the established escalation process
• Accurately document interactions in the CRM/case management system (e.g., notes, dispositions, and supporting details)
• Follow Standard Operating Procedures (SOPs), policies, privacy expectations, and quality standards for each interaction
• Use approved resources (e.g., knowledge base, FAQs, training materials) to research and provide accurate information
• Maintain up-to-date knowledge of process changes, policy updates, and workflow modifications
• Adhere to assigned work schedule and attendance requirements; may be required to work weekends and holidays
• Perform other duties as assigned to support Contact Center operations

Requirements:

• Education: High school diploma or GED required (Associate's degree preferred)
• Experience: 2–3 years of customer service, preferably in a contact center
• Language: Ability to read and speak English clearly, professionally, and fluently
• Strong customer service, empathy, and de-escalation skills
• Ability to multi-task across phone and computer systems while maintaining accuracy
• Clear verbal communication, strong typing, and thorough documentation skills
• Strong attention to detail and ability to follow structured workflows and escalation paths
• Adaptability to changing priorities, processes, and guidance
• Ability to incorporate coaching and feedback
• Proficiency in Microsoft Office Teams and Outlook
• Basic computer literacy and ability to troubleshoot common technical issues like internet connectivity, browser issues, or password resets
• Meet established quality, compliance, and documentation standards
• Demonstrate professionalism and confidentiality while supporting Veterans
• Contact Center role requiring extended periods of headset and computer use
• Frequent data entry and on-screen navigation while on calls
• Schedule adherence required; weekends/holidays may be included based on operational needs
• Demonstrates basic internet navigation skills, including the ability to use web browsers, search for information, and complete online forms
• Able to access and navigate web‑based systems, training platforms, and communication tools
• Comfortable using email, opening links, and managing attachments
• Capable of troubleshooting simple connectivity or browser issues (e.g., refreshing pages, switching tabs)
• Able to join and participate in virtual meetings using mobile or Laptop
• Shows readiness to learn new online tools, systems, and platforms as required for the role
• Associate's degree preferred