Customer Service Representative

ICF is a global advisory and technology services provider committed to solving meaningful challenges and supporting communities. They are seeking compassionate customer service professionals to provide support to older Americans and vulnerable populations, ensuring high-quality assistance and guidance based on approved program resources.

Responsibilities:

• Respond to customer inquiries and requests for information using approved reference guides, policies, and procedures
• Provide professional, empathetic support to callers and accurately document customer interactions
• Actively listen to customers, identify their needs, and take initiative to help determine appropriate next steps
• Complete follow-up commitments, including scheduled call backs, in a timely manner
• Identify and help resolve customer issues professionally, collaborating with team members and cross-functional partners as appropriate
• Perform assigned duties with minimal day-to-day supervision while contributing to a team-oriented, problem-solving environment
• Follow all company and program policies, procedures, and guidelines
• Maintain confidentiality of company, program, and customer information
• Ability to work assigned shifts during program operating hours of 10:00 a.m. to 6:00 p.m. ET
• Ability to maintain confidentiality and handle sensitive customer information appropriately
• No financial or other potential conflicts of interest that would impair the ability to provide fair and unbiased assistance to callers
• Strong oral and written communication skills
• Professional interpersonal skills, including courtesy, empathy, respect, and a cooperative attitude
• Ability to work with minimal day-to-day direction in a remote environment
• Ability to use a computer, navigate multiple systems, and document information accurately
• Ability to follow approved policies, procedures, scripts, reference guides, and program guidance

Requirements:

• High school diploma or equivalent
• Ability to successfully pass required criminal background checks
• Ability to work assigned shifts during program operating hours of 10:00 a.m. to 6:00 p.m. ET
• Ability to maintain confidentiality and handle sensitive customer information appropriately
• No financial or other potential conflicts of interest that would impair the ability to provide fair and unbiased assistance to callers
• Strong oral and written communication skills
• Professional interpersonal skills, including courtesy, empathy, respect, and a cooperative attitude
• Ability to work with minimal day-to-day direction in a remote environment
• Ability to use a computer, navigate multiple systems, and document information accurately
• Ability to follow approved policies, procedures, scripts, reference guides, and program guidance
• Bilingual English/Spanish communication skills
• Previous customer service experience, preferably in a call center, contact center, social services, human services, advocacy, or similar environment
• College coursework or a degree in Social Work, Psychology, Human Services, Sociology, Counseling, Criminal Justice, Gerontology, or a related field
• Experience supporting older adults, vulnerable populations, victims of fraud, or individuals in crisis or stressful situations
• Demonstrated interest in social work, human services, advocacy, public service, or related career paths
• Experience working remotely in a structured, production-based environment
• Strong problem-solving skills and comfort collaborating with team members to resolve customer needs