Contact Center Representative

About the Role

Title: Contact Center Rep (On-Call)

Location: Dallas County, TX

Department: Federal Services

Compensation

$20.00 / hour

Job Description:

TeleSolv Consulting has an opportunity to support a state government program as an On-Call Contact Center Representative. This position is on an as-needed basis and hours will vary based on program demand.   

This is a remote role, and all applicants must be willing/able to work various shifts between 7 am and 7 pm covering Eastern Time Zones in the US. Candidates will work directly with the public, handling inquiries, handling inbound inquiries via phone, email, and chat in a timely and professional manner. This person must possess a reliable laptop or computer and with hardwire connection to consider for this role.

Responsibilities:

• Provide courteous, prompt, and accurate responses to public inquiries in accordance with established protocols and procedures.

• Handle inbound inquiries via phone, email, and chat in a timely and professional manner.

• Share only approved and verified information and ensure all communications comply with program and company policies.

• Accurately document all customer interactions in the designated system for tracking and auditing purposes.

• Stay current on changes to procedures, FAQs, and program-related information.

• Collaborate with internal teams to escalate and resolve inquiries that fall outside standard support scope.

• Maintain confidentiality and follow all required data privacy and security guidelines during customer interactions.         

Qualifications:

• Prior high-volume contact center or customer service experience required.

• Experience working in a virtual or remote environment is a plus.

• Strong verbal and written communication skills.

• Ability to follow scripts and established procedures accurately.

• Strong attention to detail and documentation skills.

• Ability to work effectively in a fast-paced, public-facing environment.

• Ability to maintain confidentiality and comply with data protection requirements.  

About TeleSolv Consulting

Since its establishment in 2000, TeleSolv Consulting has been committed to helping organizations solve complex problems. Our solutions integrate sound management principles with the most appropriate technologies to assist senior executives in effectively managing programmatic, schedule, and technical risks.

About TeleSolv: 

Join the TeleSolv Team on our mission to provide quality and unparalleled service to our clients. We are a growing organization that provides a variety of professional and administrative services to public and private organizations with global operations. Rated in the top 1000 businesses in 2019 by Inc.com. Since its founding in 2000, TeleSolv has been committed to helping organizations solve complex problems. Our solutions integrate sound management principles with the most appropriate technologies to assist senior executives in effectively managing programmatic, schedule, and technical risks. TeleSolv offers excellent compensation, training, advancement opportunities, and exceptional benefits including PTO, sick leave, up to 11 paid federal holidays, medical, dental, vision, company paid life, short-term and long-term disability insurance, employee assistance program, and matching 401(k) plan. 

Background Investigation:
 

This position requires that you obtain a background investigation. As part of this process, the government will perform a criminal, credit, tax, employment, and drug history background check. The government has varying tolerances, with mitigating circumstances, for issues in all of the categories. The government is essentially looking to confirm that you are generally in good financial standing, up to date on your tax filings, rehire eligible with your prior employers, and have adhered to any federal restrictions on illegal drug use, including marijuana, in addition to other checks related on your character and trust worthiness.

TeleSolv Consulting is an Equal Opportunity Employer. Employment decisions are based on qualifications, merit, and business needs. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, pregnancy, national origin, age, disability, protected veteran status, or any other characteristic protected by applicable federal, state, or local law.