Remote Customer Service Representative - Contact Center

ITCON Services is hiring Customer Service Representatives to support a federal contact center program. The role helps customers navigate services and processes by responding to inquiries, managing service requests, scheduling appointments, and escalating issues when needed.

Responsibilities:

• Handle customer inquiries across multiple channels, including inbound/outbound calls, web chat, web forms, and secure messaging
• Manage up to two concurrent chat sessions while maintaining accuracy and professionalism
• Provide clear, accurate, and complete information in plain language
• Assist customers using approved knowledge articles, scripts, procedures, and job aids
• Capture, document, and route service requests (e.g., address changes, appointment requests) using web-based systems
• Triage customer inquiries, determine appropriate next steps, and assist with scheduling or rescheduling appointments when applicable
• Escalate inquiries that fall outside of standard guidance to Tier 2 support teams
• Maintain strict adherence to program guidelines, including providing non-advisory support (no legal advice)
• Deliver service in a calm, respectful, and non-judgmental manner
• Provide assistance in both English and Spanish for bilingual roles

Requirements:

• Strong customer service and communication skills
• Ability to multitask and manage multiple communication channels simultaneously
• Comfort working in a fast-paced, structured contact center environment
• Strong attention to detail and ability to follow processes and guidelines
• Basic technical proficiency and ability to learn new systems quickly
• High School Diploma or equivalent
• U.S. Citizenship required
• Ability to type at least 60 words per minute
• Proficiency navigating computer systems and tools, including: CRM platforms (e.g., Salesforce/STARS) Contact center tools (e.g., Amazon Connect softphones)
• Ability to obtain and maintain required government clearance