Customer Service Specialist

Customer Service Representative (Response Operator)

Systems Integration, Inc. (SII) is a leading provider of customer experience, cloud-based services, and managed information technology solutions. We are seeking a Customer Service Representative (Response Operator) to support contact center operations. The role answers and returns telephone calls, processes voicemail, email, and fax contacts, instructs customers on using the applicable online portal, redirects matters outside the contact center's scope to appropriate resources, and protects customer anonymity, confidentiality, and personally identifiable information while following approved policies and procedures.

Key Responsibilities:

• Answer live hotline calls during government business hours, 10:00 a.m. to 6:00 p.m. Eastern Time, Monday through Friday, excluding federal holidays.
• Review incoming submissions for completeness, urgency, and required follow-up information.
• Provide professional written responses using approved templates, scripts, and program guidance.
• Accurately enter, update, and maintain case information in designated systems.
• Categorize and route inquiries, complaints, referrals, and records to the appropriate team or authority.
• Identify sensitive, urgent, or escalated matters and notify supervisors according to protocol.
• Maintain confidentiality of personally identifiable information, case details, and government records.
• Track response deadlines, pending actions, and unresolved submissions.
• Follow quality assurance standards for grammar, tone, accuracy, and documentation.
• Support reporting, status updates, and administrative tasks as assigned.

Qualifications:

• Ability to obtain or maintain the required T4 High Risk Public Trust clearance, as required by the contract.
• U.S. citizenship required
• High school diploma or equivalent required.
• Customer service, call center, help desk, data entry, administrative, or government support experience.
• Strong written communication skills and attention to detail.
• Ability to handle sensitive or confidential information with discretion.
• Proficiency with Microsoft Office, online portals, email, and case management systems.
• Ability to follow scripts, standard operating procedures, and escalation guidance.
• Strong organizational skills and ability to manage multiple tasks in a deadline-driven environment.
• Experience or familiarity with hotline processing related to federal law enforcement, Offices of Inspector General, government programs, compliance, or investigations.
• Familiarity with records handling, privacy requirements, and secure data entry.
• Ability to remain calm, professional, and objective when handling sensitive topics.
• Familiarity with fraud, waste, abuse, mismanagement, privacy, or record-handling environments preferred.
• Strong typing, proofreading, documentation, and organizational skills.
• Ability to recognize urgent, sensitive, duplicate, incomplete, or misdirected submissions.