Customer Service Representative

Direct Interactions is a company headquartered in Seattle that runs contact centers across the country. They are seeking a Customer Service Representative (CSR) who will serve as the first point of contact for participants in the Employment & Training program for the Idaho Department of Health & Welfare, guiding them through orientation and ensuring compliance to prevent benefit loss.

Responsibilities:

• Serve as the first point of contact for participants referred to the E&T program, providing an informative and welcoming introduction to program services, requirements, and expectations
• Conduct orientation sessions (via phone, SMS, or in person), explaining mandatory participation rules, exemptions, reporting obligations, and how to work with case managers
• Guide participants through accessing self-service tools like the participant portal to track goals, request services, and monitor progress
• Manage scheduling tasks, including initial appointments, confirmations, cancellations, and rescheduling, ensuring all changes are documented in the DI platform
• Send and follow up on automated appointment reminders to reduce no-show rates and keep participants on track with program requirements
• Provide timely, accurate responses to participant inquiries via phone, SMS, and email regarding program status, exemptions, reporting deadlines, and services
• Proactively reach out to participants at risk of losing benefits or missing reporting deadlines, using various communication channels (SMS, phone, IVR) to prompt re-engagement
• Assist participants with limited digital access or language barriers, ensuring they understand program requirements and have support as needed
• Document all participant interactions in the DI CRM in real time, adhering to compliance, documentation, and quality assurance standards
• Identify and escalate compliance concerns, unusual situations, or policy exceptions to the appropriate team member for further resolution

Requirements:

• Candidates should reside in Idaho; those from neighboring states are welcome to apply
• Must maintain composure across a variety of customer and peer interactions, including handling frustrated or anxious participants with empathy and professionalism
• Experience working in a team environment, including cooperation with co-workers and joint problem-solving
• Strong listening skills and ability to make participants feel heard, respected, and supported
• Excellent verbal communication skills (grammar, pronunciation, tone) across phone, SMS, virtual platforms, and in-person
• Strong ability to manage a high volume of participant contacts, follow-ups, and scheduling tasks while maintaining accuracy in documentation and data entry
• Ability to manage time effectively, prioritize tasks, and navigate multiple software systems simultaneously in a metrics-driven environment
• Sound judgment in recognizing when a participant's situation requires escalation to a case manager or supervisor
• Proficient in using digital platforms, CRM systems, and multi-channel communication tools as primary instruments of daily work
• High school diploma or equivalent required
• Minimum 1 year of customer service, call center, or participant-facing service experience, preferably in a government program, healthcare, social services, or benefits-related setting
• Employment is contingent upon successful completion of a background check, paid for by Direct Interactions, in accordance with applicable law
• Legally able to work in the United States
• Experience with or knowledge of SNAP, TANF, Medicaid, SNAP E&T, or similar public benefits programs preferred
• Familiarity with trauma-informed or motivational communication approaches is a plus
• Experience working in a metrics-driven or quality-monitored service environment is beneficial
• Associate's or Bachelor's degree in Social Work, Human Services, Communications, Public Administration, or a related field preferred
• Bilingual or multilingual candidates, particularly Spanish-speaking, are strongly encouraged to apply