Part-Time Temporary Customer Support Specialist (Bilingual English & Spanish)

Customer Support Specialist

Trilogy Federal is looking for a part-time temporary Customer Support Specialist to support an important six-month project that assesses customer satisfaction with the burial and memorial benefits offered by the National Cemetery Administration (NCA). Trilogy will administer a suite of four customer satisfaction surveys, sent to next of kin, which helps NCA assess its compliance with its mission to ensure a dignified final resting place for those who are eligible for VA burial and memorial benefits. The feedback from respondents serves to improve NCA policy, planning, and operational efforts as it relates to the quality of the services provided to Veterans and their families. We are looking for skilled candidates to work 100% remotely with backgrounds in call center support, customer service, administrative assistance, and more. The main functions of the Customer Support Specialist will be to respond to next of kin questions about the surveys (via phone calls and email) and ensure high survey response rates. Training will be provided. If you would like to be part of the team to assist NCA with improving the quality and delivery of memorial services, please apply now.

The position is remote but requires onsite training, so only candidates in the D.C. Metro Area will be considered.

Primary Responsibilities:

• Answer/respond to phone calls and emails from next-of-kin with questions regarding VA surveys.
• Deliver best-in-class customer service support on behalf of Trilogy.
• Troubleshoot issues and provide answers related to the surveys for speedy resolution.
• Use provided training materials to correctly answer questions.
• Determine whether a call should be escalated, as appropriate, if unable to resolve directly.
• Ensure total compliance with all company policies and government regulations.
• Maintain required documentation.
• Perform other related duties as required by management.

Minimum Requirements:

• Bilingual communication skills; fluent in English and Spanish (written and spoken) to answer/respond to phone calls and emails from next-of-kin with questions in Spanish regarding VA surveys.
• High School Diploma or Equivalent.
• At least 4 years of professional office-based work.
• The ability to work a 4-hour shift daily for approximately 6.5 months. Current available shifts include:
• Monday-Friday from 9am-1pm ET
• Monday-Friday from 1pm-5pm ET
• Excellent verbal and written communication skills: the ability to speak effectively and warmly to Veterans from a variety of backgrounds.

Preferred Qualifications:

• Understanding or experience working with VA strongly desired

$20 - $20 an hour. This range is not a guarantee of compensation or salary, as Trilogy Federal conducts an individual equity review for every candidate based on experience, location, education, industry experience, and comparisons to internal pay bands. In addition to salary, Trilogy offers robust benefits including medical/dental/vision insurance coverage, 401(k) match, paid holidays, paid time off, tuition reimbursement, and a very supportive work/life balance.