Contact Center Representative

Contact Center Representative

ITCON Services is seeking a customer-focused and service-oriented Contact Center Representative to provide exceptional support to customers and members of the public. The ideal candidate is passionate about delivering outstanding customer service, responds effectively to inquiries, and thrives in a fast-paced, high-volume contact center environment. In this role, you will serve as the first point of contact for customers, applicants, program participants, and members of the public, providing accurate information, resolving issues, and ensuring a positive customer experience through professional and courteous communication. You will assist individuals with questions related to program services, applications, eligibility requirements, account access, benefits, and other support needs while ensuring timely and accurate resolution of inquiries.

Location: Remote (U.S.-based)

Employment Type: Full-Time

Hours: Monday - Friday 11:00 am - 8 pm Applicants must be U.S. Citizens or Permanent Residents.

Key Responsibilities

• Handle a high volume of inbound customer calls in a professional and efficient manner.
• Respond to customer inquiries regarding programs, services, applications, eligibility requirements, benefits, account access, and support requests.
• Assist applicants, program participants, and members of the public by providing accurate information and guidance.
• Identify, troubleshoot, and resolve customer concerns accurately and promptly.
• Provide high-quality customer service while maintaining professionalism and empathy.
• Build and maintain positive customer relationships through effective communication.
• Research customer issues and provide appropriate solutions, alternatives, and follow-up as needed to ensure resolution.
• Utilize established systems, resources, and tools to provide accurate and complete information.
• Document customer interactions, update customer records, and process account-related information.
• Maintain detailed and accurate records in accordance with organizational policies and procedures.
• Follow all communication standards, operational guidelines, and customer service protocols.
• Escalate complex issues appropriately while ensuring a seamless customer experience.
• Protect sensitive and confidential information in accordance with company and client requirements.

Required Qualifications

• High School Diploma or GED required.
• Minimum of one (1) year of customer service, contact center, call center, or customer support experience.
• Strong verbal and written communication skills with excellent phone etiquette and active listening abilities.
• Ability to communicate clearly and professionally with diverse customer populations.
• Strong problem-solving, research, and critical-thinking skills.
• Experience using Customer Relationship Management (CRM) systems and customer support tools.
• Proficiency using computers and navigating multiple applications simultaneously, including opening, saving, printing, and managing files.
• Demonstrated ability to maintain confidentiality and handle sensitive information appropriately.
• Ability to manage challenging customer interactions and de-escalate difficult situations professionally.
• Comfortable working in a fast-paced environment while maintaining accuracy and attention to detail.

Preferred Qualifications

• Bilingual English/Spanish language skills are highly desirable.
• Previous experience supporting government, public sector, nonprofit, or community service programs is a plus.
• Experience working in a remote contact center environment is preferred.

What We're Looking For

Successful candidates will demonstrate:

• A strong commitment to customer service excellence.
• Professionalism, patience, and empathy when assisting customers.
• Reliability, accountability, and attention to detail.
• The ability to multitask and adapt to changing priorities.
• A positive attitude and strong team-oriented mindset.

Equal Opportunity Employer

ITCON Services, LLC is an Equal Opportunity and Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other protected class under applicable law.