Customer Service Representative

Customer Service Representative Remote

Full Job Description

At Empower AI we help federal agency leaders elevate workforce productivity and advance mission outcomes through technology innovation and deep technical expertise. Our work spans artificial intelligence mission support engineering and integration infrastructure modernization application development and IT service management.

We are committed to bringing together talented professionals who are passionate about meaningful work collaboration innovation and supporting missions that matter.

We are seeking a Customer Service Representative to provide professional responsive and solutions-oriented support to customers and internal stakeholders. The successful candidate will communicate with customers through approved channels understand their needs resolve routine issues document interactions accurately and escalate matters requiring additional assistance.

This position is intended for an individual who is organized dependable comfortable working with technology and able to maintain a professional customer experience in a fast-paced environment.

Position Summary

The Customer Service Representative serves as a primary point of contact for customers seeking assistance information or resolution of service-related questions.

The representative will communicate professionally with customers identify and document their needs provide accurate information based on established procedures resolve issues within the scope of the position and coordinate with appropriate internal teams when additional support is required.

The position requires strong communication attention to detail confidentiality problem-solving ability and the ability to work effectively with multiple systems and applications.

Primary Responsibilities

• Serve as a professional point of contact for customer inquiries and service requests.

• Respond to customer questions through approved communication channels including phone email and other designated platforms.

• Listen carefully to customer concerns and determine the appropriate course of action.

• Provide accurate information regarding services procedures and account-related matters within established guidelines.

• Research customer issues and work toward timely and appropriate resolutions.

• Escalate complex or sensitive matters to the appropriate department or supervisor.

• Maintain accurate records of customer interactions requests and resolutions.

• Enter and update customer information in designated systems.

• Follow established customer-service procedures quality standards and departmental policies.

• Protect confidential and sensitive information in accordance with company policies and applicable requirements.

• Work collaboratively with internal teams to resolve customer concerns.

• Meet established quality productivity responsiveness and customer-service expectations.

• Participate in training team meetings process-improvement initiatives and other assigned projects.

• Maintain a professional and respectful approach when communicating with customers colleagues and business partners.

• Perform other duties as assigned.

Required Qualifications

• High school diploma or equivalent.

• Previous customer service call-center administrative technical-support or related experience preferred.

• Strong written and verbal communication skills.

• Professional telephone and electronic communication skills.

• Strong attention to detail and organizational ability.

• Ability to learn new software applications and navigate multiple systems.

• Basic proficiency with Microsoft Office applications including Outlook Word and Excel.

• Ability to work independently while also collaborating effectively with a team.

• Ability to follow established procedures and accurately document work.

• Demonstrated ability to handle customer questions and concerns professionally.

• Reliable attendance and ability to maintain the required work schedule.

Preferred Qualifications

• Previous experience in a high-volume customer-service or contact-center environment.

• Experience working in a remote or hybrid environment.

• Experience with CRM ticketing case-management or customer-support platforms.

• Experience supporting government healthcare technology or professional-services customers.

• Strong problem-solving and conflict-resolution skills.

• Strong data-entry and administrative skills.

• Ability to manage multiple priorities while maintaining accuracy.

• Previous experience working with sensitive or confidential information.

• Associates or bachelors degree in business communications information technology or a related field.

Education

High school diploma or GED required.

Additional education or professional training may be considered depending on the requirements of the assignment.

Work Environment

This position may be performed remotely where permitted by the specific position contract and applicable company requirements.

Employees working remotely are expected to maintain a professional and secure work environment reliable internet connectivity and the ability to participate in virtual meetings and use company-approved systems and applications.

Specific work-location and remote-work eligibility requirements will be communicated during the application and hiring process.

Work Schedule

Employment Type: Full-time
Anticipated Weekly Hours: 40 hours

Because specific schedules may vary by assignment or business requirement candidates should review the applicable schedule before accepting an offer.

Compensation

Pay Range: $35 Per hour

Actual compensation should be determined based on applicable factors including experience qualifications position requirements geographic location and other legitimate compensation considerations.

Benefits

Eligible Empower AI employees may have access to a range of benefits depending on employment status and applicable plan requirements.

Benefits described by Empower AI include:

• Medical/health insurance options with Health Savings Account opportunities

• Dental and vision plans

• Paid time off

• Paid leave for federal holidays

• 401(k) Profit Sharing Plan with company matching

• TRICARE Supplement Plan for eligible employees enrolled in TRICARE

• Wellness programs

• Financial wellness resources

• Employee assistance resources

• Tuition assistance

• Professional development opportunities

• Legal assistance and other employee resources

Eligibility coverage and plan terms vary according to the applicable benefit plan and employment status.

About Empower AI

Empower AI helps federal agency leaders elevate workforce productivity through technology and mission-focused solutions. The companys capabilities include:

• Artificial Intelligence

• Mission Support

• Engineering & Integration

• Infrastructure Modernization

• Application Development

• IT Service Management

Empower AI emphasizes innovation ownership collaboration and contributing to public missions.

The company reports a workforce of nearly 1000 employees and highlights employees working across healthcare defense civilian technical and mission-support functions.

Our Culture

At Empower AI employees are encouraged to collaborate contribute their perspectives take ownership of their work and help advance missions that have meaningful public impact.

Our core principles include:

Passionate for the Public Mission
We make a difference through work that supports national goals and missions greater than ourselves.

Collaborate & Elevate
We work together with colleagues partners and mission leaders to elevate the potential of people and organizations.

Move Forward Fast & Own It
We encourage employees to take ownership make thoughtful decisions learn from challenges and move work forward.

Qualified candidates may be contacted by the recruiting team for additional screening interviews assessments or other position-specific steps.

Candidates should provide accurate information throughout the recruitment process. Any employment verification background screening or other required documentation will be requested through the appropriate official process.

For questions regarding Empower AI career opportunities the company directs applicants to its careers resources and recruiting team.

Equal Employment Opportunity

Empower AI is committed to a workplace in which employees are valued and respected. Employment decisions should be made in accordance with applicable federal state and local laws and based on legitimate job-related qualifications and requirements.