Seasonal Customer Service Representative (HelpLine) - Remote

OxfordGC is seeking a Seasonal Customer Service Representative to provide customer service support for their HelpLine from September 2026 through April 2027. The role involves receiving inbound calls, providing information and solutions to customer inquiries, and ensuring customer satisfaction through effective communication and problem resolution.

Responsibilities:

• Receives inbound participant phone calls and provides appropriate customer service support in accordance with program guidelines
• Utilizes authorized computer systems to gather and confirm information prompted by incoming calls
• Provides rapid, efficient, and accurate customer service in a professional manner for extended periods of time
• Receives, comprehends, provides, and responds to routine informational inquiries and service requests through the use of various communication technologies including but not limited to telephones, e-mail, facsimile, postal mail, and the Internet
• Provides both inbound and outbound call center support for customer inquiries
• Researches and resolves complaints to ensure customer retention and satisfaction
• Tracks the questions and answers in the call center system
• Updates or checks customer benefits statuses
• Answers benefits questions
• Provides information and solutions in response to inquiries pertaining to products, services, and customer complaints
• Accesses databases to retrieve and record information into the call center system
• Reports to a supervisor

Requirements:

• Minimum of one year of incoming call center experience is required
• Must possess valid REAL ID
• Must live in Cleveland/Euclid, Ohio area
• Authorized to work in the U.S
• Public Trust clearance required to successfully obtain the position (the process will be completed with Oxford Government Consulting prior to hire)
• High school diploma or equivalent
• Demonstrated verbal and written proficiency in the English language
• Experience working in an office setting answering telephones, including demonstrated keyboard skills
• Ability to facilitate clear and accurate exchange of information with callers
• Outstanding customer service skills
• High keystrokes per hour
• Strong computer skills
• Possesses an understanding of general aspects of the job
• Excellent judgment and use of discretion; trustworthiness with sensitive information is paramount
• Must be able to work all shift schedules
• Working overtime and on weekends may be required
• Repetitive motion may be required
• Must work well with coworkers and managers
• Must be able to monitor email account daily
• Must be able to work at computers for long periods of time
• Ability to adapt to change and varying work priorities upon short notice
• Telework experience preferred