What Jobs are available for Customer Service Representatives in Richmond?

Education, Skills and Knowledge
* High School Diploma or equivalent required.
* Must possess excellent customer service skills.
* Call center experience is preferred.
* A very friendly and helpful attitude and the ability to manage simultaneous tasks.
* Ability to work as a member of a team is required.
* Must have excellent oral and written communication skills.
* Excellent attendance is required.
* Experience working with a PC and a Windows environment is required.
* Experience working with a Mac is preferred, but not required.
Basic Purpose and Objectives
Provide exceptional inbound and outbound general and technical support to internal customers by demonstrating a friendly and helpful attitude, promptness, attentiveness and a focus on resolving issues efficiently on the first contact.
Organizational Relationships
Reports to and direction received from:
Scoring Support Shift Supervisors (Primary)
Scoring Support Manager (Secondary)
Overall Functions and Responsibilities
* These positions will include shifts which cover center hours from 7am to 11pm Monday through Friday and 9am and 5pm on Saturday and Sunday.
* May be required to work a rotating shift schedule and weekends.
* Responsible for providing accurate answers to internal customer questions or concerns in a courteous, efficient, and customer-service focused manner via phone, email or chat.
* Responsible for diagnosis and complete resolution of technical issues in a courteous, efficient, and customer-service focused manner via phone, email or chat using documented solutions.
* Responsible for calling remote employees in an efficient, courteous, and supportive manner.
* Serve as an escalation point as needed to the appropriate department for resolution.
* Responsible for independent and timely resolution of routine issues, and for notifying management of non-routine issues that need immediate attention.
* Provide complete documentation of issues handled.
* Responsible for staying current on issues that impact our internal customers and competent by continually referring to and utilizing support resources.
* May be times where escalation to on-call Support Shift Supervisor is necessary. These scenarios are only when a Shift Supervisor isn't scheduled during off-peak scoring times.
* Perform other related duties as assigned.
Working Conditions
Office environment.
NOTE: Hours may vary or change, depending upon needs of business.
_The pay rate for this role is from $17 - $18 per hour_
_This position is not bonus eligible, and information on benefits offered is_ here _._
_Applications will be accepted through December 26, 2025. This window may be extended depending on the business needs._
**Who we are:**
At Pearson, our purpose is simple: to help people realize the life they imagine through learning. We believe that every learning opportunity is a chance for a personal breakthrough. We are the world's lifelong learning company. For us, learning isn't just what we do. It's who we are. To learn more: We are Pearson.
Pearson is an Equal Opportunity Employer and a member of E-Verify. Employment decisions are based on qualifications, merit and business need. Qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, sexual orientation, gender identity, gender expression, age, national origin, protected veteran status, disability status or any other group protected by law. We actively seek qualified candidates who are protected veterans and individuals with disabilities as defined under VEVRAA and Section 503 of the Rehabilitation Act.
If you are an individual with a disability and are unable or limited in your ability to use or access our career site as a result of your disability, you may request reasonable accommodations by emailing
**Job:** Evaluation
**Job Family:** CUSTOMER SERVICE
**Organization:** Assessment & Qualifications
**Schedule:** FULL_TIME
**Workplace Type:** Remote
**Req ID:** 21419
#location

**BACKGROUND**
The Homeland Security Investigations Tip Line (HSITL) is a national intake center for the receipt of alleged criminal or suspicious activity administered by U.S. Immigration and Customs Enforcement (ICE). A unit within the ICE Intelligence Directorate, the call center is located in Williston, Vermont, and serves ICE's internal and external law enforcement customers and the public at large 24 hours a day, 7 days a week, 365 days a year. Toll-free and direct-dial telephone lines and an on-line web form are available to the public 24 hours every day enabling the public to provide information to ICE about criminal or suspicious activity. The HSITL is ICE's primary point of contact for the public and select government and non-government partners to report suspicious activity and alleged violations of immigration and customs law.
**SCOPE**
The HSITL has a requirement for remote Customer Service Representatives to augment current federal staff. The contractors will be expected to provide customer service and interpersonal communication skills to support the ICE law enforcement mission, as well as maintain public and community relations by answering incoming calls and processing web tips. They will review, analyze, and process tips for further action. The HSITL operates around the clock, every day of the year and requires the services to be available during all times as necessary to augment federal staff.
**Position Objective:** The Sr. Customer Service Representative (CSR) will provide senior-level intake, analysis, and documentation support to the Homeland Security Investigations (HSI) Tip Line, a 24/7/365 national center for reporting criminal or suspicious activity. Sr. CSRs serve as experienced analysts who process sensitive tips, ensure accuracy and compliance, and provide mentoring to junior staff to strengthen ICE's law enforcement mission.
**Duties and Responsibilities:**
+ Answer and track incoming calls, eliciting and recording actionable details from callers.
+ Review, analyze, and process online/web tips to determine jurisdiction and law enforcement referral requirements.
+ Research corroborative information in law enforcement, DHS, and open-source databases.
+ Document calls, tips, and research results accurately in government systems, safeguarding PII and Sensitive PII.
+ Draft and route detailed reports to ICE field offices and notify duty agents/officers of urgent matters.
+ Provide on-the-job training and mentoring to new Customer Service Representatives.
+ Create ad-hoc reports upon request and support recurring team meetings.
+ Collaborate with federal staff and ensure compliance with DHS policies, privacy regulations, and security standards
**Qualifications**
**Basic Qualifications:**
+ **High school diploma required.**
+ **Minimum of** **5 years of specialized experience** **in a contact center environment handling inbound calls of similar complexity.**
+ **Demonstrated experience in:**
+ **Searching and researching multiple databases.**
+ **Resolving a wide variety of complex stakeholder issues.**
+ **Working on multiple projects simultaneously in a high-volume contact center.**
+ **Engaging with diverse stakeholders from various professional/administrative backgrounds.**
+ **Multitasking effectively, including simultaneous data entry and live communication.**
+ **Conceptualizing scenarios and communicating them clearly to stakeholders.**
+ **Independently interpreting, analyzing, and reporting sensitive information.**
+ **Actively listening to and processing complex information.**
+ **Communicating effectively both orally and in writing.**
+ **Utilizing telephony systems, CRM/ticketing systems, and Microsoft Office Suite.**
+ **Providing on-the-job training and support to junior CSRs.**
+ **Creating accurate ad-hoc reports and supporting weekly/bi-weekly CSR meetings.**
+ **Proficiency with telephony systems, CRM/ticketing tools, and Microsoft Office Suite.**
+ **Strong oral and written communication skills.**
+ **U.S. Citizenship or Legal Permanent Resident status (required for DHS contracts).**
**Minimum Qualifications:**
+ **Prior experience supporting DHS, ICE, or law enforcement-related contact centers.**
+ **Demonstrated ability to conceptualize complex scenarios and communicate them clearly.**
+ **Strong interpersonal and mentoring skills to train and support junior CSRs.**
+ **Proven ability to create clear ad-hoc reports and support team meetings.**
+ **High attention to detail with strong active listening and documentation skills.**
+ **Ability to handle sensitive and confidential information with discretion.**
+ **Flexibility to work assigned shifts, including evenings, weekends, and holidays.**
***This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required by this position.**
**To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.**
**GAP Solutions provides reasonable accommodations to qualified individuals with disabilities. If you need an accommodation to apply for a job, email us at** ** ** **. You will need to reference the requisition number of the position in which you are interested. Your message will be routed to the appropriate recruiter who will assist you. Please note, this email address is only to be used for those individuals who need an accommodation to apply for a job. Emails for any other reason or those that do not include a requisition number will not be returned.**
**Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status or other characteristics protected by law.**
**_This position is contingent upon contract award._**

**BACKGROUND**
The Homeland Security Investigations Tip Line (HSITL) is a national intake center for the receipt of alleged criminal or suspicious activity administered by U.S. Immigration and Customs Enforcement (ICE). A unit within the ICE Intelligence Directorate, the call center is located in Williston, Vermont, and serves ICE's internal and external law enforcement customers and the public at large 24 hours a day, 7 days a week, 365 days a year. Toll-free and direct-dial telephone lines and an on-line web form are available to the public 24 hours every day enabling the public to provide information to ICE about criminal or suspicious activity. The HSITL is ICE's primary point of contact for the public and select government and non-government partners to report suspicious activity and alleged violations of immigration and customs law.
**SCOPE**
The HSITL has a requirement for remote Customer Service Representatives to augment current federal staff. The contractors will be expected to provide customer service and interpersonal communication skills to support the ICE law enforcement mission, as well as maintain public and community relations by answering incoming calls and processing web tips. They will review, analyze, and process tips for further action. The HSITL operates around the clock, every day of the year and requires the services to be available during all times as necessary to augment federal staff.
**Position Objective:** The Jr. Customer Service Representative (CSR) will provide intake, analysis, and documentation support to the Homeland Security Investigations (HSI) Tip Line, a 24/7/365 national intake center that receives reports of criminal or suspicious activity. Jr. CSRs serve as frontline call handlers, responsible for responding to calls and web tips, recording information accurately, conducting preliminary analysis, and forwarding actionable information to ICE personnel.
**Duties and Responsibilities:**
+ Answer and track incoming calls, eliciting details from callers to capture actionable information.
+ Review and process online/web tips to determine if further analysis or referral is required.
+ Conduct preliminary research in government and open-source databases to verify information.
+ Document calls, tips, and findings in government systems in compliance with DHS privacy and security policies.
+ Draft and route reports to appropriate ICE field offices following established procedures.
+ Support mission-critical operations by processing a minimum number of calls and web tips per shift as dictated by ICE standards.
+ Collaborate with Sr. CSRs and federal staff to ensure accurate intake and processing of sensitive information.
+ Participate in required training sessions, team meetings, and quality assurance activities.
**Qualifications**
**Basic Qualifications:**
+ **High school diploma required.**
+ **Minimum of** **three (3) years specialized experience** **in a contact center environment answering and responding to inbound calls of comparable complexity.**
+ **Demonstrated knowledge and ability in the following areas:**
+ **Searching and researching multiple databases.**
+ **Operating effectively in a high-volume contact center environment.**
+ **Multitasking, including data entry and live communication simultaneously.**
+ **Engaging with diverse individuals from varying professional and administrative backgrounds.**
+ **Conceptualizing scenarios and communicating them clearly.**
+ **Independently analyzing and interpreting sensitive information.**
+ **Actively listening to and documenting sensitive information.**
+ **Communicating effectively both orally and in writing.**
+ **Utilizing telephony systems, CRM/ticketing systems, and Microsoft Office Suite.**
+ **Citizenship:** **U.S. Citizenship required.**
**Minimum Qualifications:**
+ **Prior experience in federal, law enforcement, or DHS-related contact centers.**
+ **Fluency in Spanish (desirable but not required).**
+ **Ability to work effectively under pressure in a fast-paced, mission-critical environment.**
+ **Strong documentation, attention to detail, and problem-solving skills.**
+ **Flexibility to work assigned shifts, including nights, weekends, and holidays.**
+ **Willingness to learn and advance to more complex CSR responsibilities under guidance of Sr. CSRs.**
***This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required by this position.**
**To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.**
**GAP Solutions provides reasonable accommodations to qualified individuals with disabilities. If you need an accommodation to apply for a job, email us at** ** ** **. You will need to reference the requisition number of the position in which you are interested. Your message will be routed to the appropriate recruiter who will assist you. Please note, this email address is only to be used for those individuals who need an accommodation to apply for a job. Emails for any other reason or those that do not include a requisition number will not be returned.**
**Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status or other characteristics protected by law.**
**_This position is contingent upon contract award._**

**BACKGROUND**
The Homeland Security Investigations Tip Line (HSITL) is a national intake center for the receipt of alleged criminal or suspicious activity administered by U.S. Immigration and Customs Enforcement (ICE). A unit within the ICE Intelligence Directorate, the call center is located in Williston, Vermont, and serves ICE's internal and external law enforcement customers and the public at large 24 hours a day, 7 days a week, 365 days a year. Toll-free and direct-dial telephone lines and an on-line web form are available to the public 24 hours every day enabling the public to provide information to ICE about criminal or suspicious activity. The HSITL is ICE's primary point of contact for the public and select government and non-government partners to report suspicious activity and alleged violations of immigration and customs law.
**SCOPE**
The HSITL has a requirement for remote Customer Service Representatives to augment current federal staff. The contractors will be expected to provide customer service and interpersonal communication skills to support the ICE law enforcement mission, as well as maintain public and community relations by answering incoming calls and processing web tips. They will review, analyze, and process tips for further action. The HSITL operates around the clock, every day of the year and requires the services to be available during all times as necessary to augment federal staff.
**Position Objective:** The Program Manager (PM) will serve as the primary point of contact with the Government for all contractual, technical, staffing, and performance issues related to the HSI Tip Line Call Center contract. The PM is responsible for ensuring contract compliance, managing overall program execution, and leading a team of Sr. and Jr. Customer Service Representatives. The PM will oversee staffing, training, performance monitoring, reporting, and communication with DHS/ICE leadership.
**Duties and Responsibilities:**
+ Serve as the single point of contact for the Contracting Officer (CO) and Contracting Officer's Representative (COR).
+ Provide overall management, direction, and oversight of the contract, including staffing, scheduling, and performance monitoring.
+ Ensure compliance with DHS/ICE policies, procedures, and security requirements.
+ Manage contract deliverables including staffing plans, progress reports, training plans, and meeting participation.
+ Lead post-award, progress, and status meetings with the COR and other government stakeholders.
+ Develop, implement, and monitor Quality Control Plans (QCP) and performance metrics.
+ Coordinate with ICE on system access, training, and safeguarding sensitive information (PII, SPII, LES, FOUO, etc.).
+ Supervise subordinate managers, including the Deputy Program Manager and Sr. CSRs, ensuring continuity of support.
+ Provide issue resolution and escalation support to ensure uninterrupted operations.
+ Prepare and submit all required contract reports, including staffing updates, separation checklists, and quarterly reconciliations.
**Qualifications**
**Basic Qualifications:**
+ **Bachelor's degree in business administration, Management, Criminal Justice, or related field (minimum).**
+ **Minimum of** **8-10 years of program or project management experience** **, including** **5+ years managing contact center or law enforcement/intake operations** **of comparable size and complexity.**
+ **Demonstrated expertise in:**
+ **Federal contract management and oversight.**
+ **Supervising large, diverse teams in 24/7/365 operations.**
+ **Ensuring compliance with federal privacy, security, and personnel requirements.**
+ **Delivering reports, briefings, and recommendations to senior government officials.**
+ **Proficiency with Microsoft Office Suite, telephony/CRM systems, and contract management tools.**
+ **U.S. Citizenship Required**
**Minimum Qualifications:**
+ **Program Management Professional (PMP) certification.**
+ **Previous DHS/ICE program management experience.**
+ **Experience with sensitive but unclassified (SBU) information handling.**
+ **Ability to manage remote/distributed teams across multiple shifts.**
+ **Strong leadership, communication, and stakeholder engagement skills.**
+ **Ability to anticipate issues, mitigate risks, and deliver mission-critical results under pressure.**
***This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required by this position.**
**To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.**
**GAP Solutions provides reasonable accommodation to qualified individuals with disabilities. If you need an accommodation to apply for a job, email us at** ** ** **. You will need to reference the requisition number of the position in which you are interested. Your message will be routed to the appropriate recruiter who will assist you. Please note, this email address is only to be used for those individuals who need accommodation to apply for a job. Emails for any other reason or those that do not include a requisition number will not be returned.**
**Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status or other characteristics protected by law.**
**_This position is contingent upon contract award._**

**BACKGROUND**
The Homeland Security Investigations Tip Line (HSITL) is a national intake center for the receipt of alleged criminal or suspicious activity administered by U.S. Immigration and Customs Enforcement (ICE). A unit within the ICE Intelligence Directorate, the call center is located in Williston, Vermont, and serves ICE's internal and external law enforcement customers and the public at large 24 hours a day, 7 days a week, 365 days a year. Toll-free and direct-dial telephone lines and an on-line web form are available to the public 24 hours every day enabling the public to provide information to ICE about criminal or suspicious activity. The HSITL is ICE's primary point of contact for the public and select government and non-government partners to report suspicious activity and alleged violations of immigration and customs law.
**SCOPE**
The HSITL has a requirement for remote Customer Service Representatives to augment current federal staff. The contractors will be expected to provide customer service and interpersonal communication skills to support the ICE law enforcement mission, as well as maintain public and community relations by answering incoming calls and processing web tips. They will review, analyze, and process tips for further action. The HSITL operates around the clock, every day of the year and requires the services to be available during all times as necessary to augment federal staff.
**Position Objective:** The Deputy Program Manager (DPM) will support the Program Manager in the overall execution and oversight of the HSI Tip Line Call Center contract. The DPM serves as the alternate point of contact with the Government and is responsible for ensuring continuity of operations, assisting with contract compliance, and overseeing day-to-day call center performance.
**Duties and Responsibilities:**
+ Serve as the alternate point of contact for the CO and COR when the Program Manager is unavailable.
+ Support management of staffing, scheduling, and performance monitoring of contract personnel.
+ Assist in implementing and maintaining the Quality Control Plan (QCP) and performance metrics.
+ Monitor daily operations to ensure adequate coverage across all shifts.
+ Assist with the preparation and submission of required contract deliverables, including progress reports, staffing updates, and incident reporting.
+ Provide direct supervision and mentoring to Sr. and Jr. Customer Service Representatives as needed.
+ Coordinate with government leads on training, compliance, and operational issues.
+ Participate in meetings, briefings, and audits, providing updates on contract performance.
+ Ensure that employees comply with DHS/ICE policies, procedures, and security requirements.
+ Support transition planning, onboarding, and training for new hires.
**Qualifications**
**Basic Qualifications:**
+ **Bachelor's degree in business, Management, or related field (minimum).**
+ **Minimum of 5 years of experience in program or project support, including 3+ years in contact center, law enforcement intake, or operations support environments**
+ **Demonstrated ability to:**
+ **Supervise and mentor staff in a high-volume environment.**
+ **Manage schedules, staffing plans, and performance tracking.**
+ **Interpret and enforce federal policies, procedures, and contract requirements** **.**
+ **Deliver timely, accurate reports and briefings.**
+ **Proficiency with Microsoft Office Suite, CRM/ticketing systems, and telephony systems.**
+ **U.S. Citizenship Required.**
**Minimum Qualifications:**
+ **Prior DHS/ICE or federal program management support experience.**
+ **Project Management Professional (PMP) or CAPM certification.**
+ **Strong organizational and time management skills.**
+ **Experience supporting 24/7 operations with multiple shifts.**
+ **Effective communication and problem-solving skills.**
***This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required by this position.**
**To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.**
**GAP Solutions provides reasonable accommodation to qualified individuals with disabilities. If you need an accommodation to apply for a job, email us at** ** ** **. You will need to reference the requisition number of the position in which you are interested. Your message will be routed to the appropriate recruiter who will assist you. Please note, this email address is only to be used for those individuals who need accommodation to apply for a job. Emails for any other reason or those that do not include a requisition number will not be returned.**
**Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status or other characteristics protected by law.**
**_This position is contingent upon contract award._**

Description & Requirements

Maximus is currently hiring for a Call Center Supervisor to join our Veterans Evaluation Services (VES) team. This is a remote opportunity. The Call Center Supervisor is responsible for providing front-line, first level supervision and leadership to customer service representatives (CSRs) with the goal of meeting program objectives and customer service level agreements.

Due to contract requirements, only US Citizen or a Green Card holder can be considered for this opportunity.

Essential Duties and Responsibilities:

- Supervise the work of call center staff to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems as needed

- Interview and recommend hiring and promotion of contact center staff, through partnering with Talent Acquisition and Human Resources

- Develop work schedules and assign duties to direct report personnel to ensure efficiency

- Evaluate employees' job performance and recommend appropriate personnel action, including disciplinary action, performance improvement plans, and termination through partnering with Human Resources

- Discuss job performance concerns with employees to identify causes and issues and work closely with Human Resources on resolving problems

- Ensure compliance with company Wage & Hour policy, including ensuring non-exempt employees get their rest & meal breaks

- Provide support and identify training needs and development opportunities, through weekly coaching sessions with direct reports

- Perform operational tasks to assure project and program service level requirements and goals are met, including analyzing direct reports' quality performance and trending call types, and providing coaching on a regular basis

- Participate in meetings and recommend changes to policies and procedures

- Assume leadership responsibility for departmental tasks and call center activities as required

- Support and enforce call center expectations

- Oversee the work of subordinates to facilitate productivity or to overcome difficult aspects of work.

- Assist direct reports with escalated issues or cases as needed- Perform other duties as assigned by leadership

- Maintain a high level of confidentiality while performing all work tasks
- Perform other duties as assigned by leadership.

Please note upon hire, Veteran Evaluation Services (VES), a Maximus Co. will provide all necessary computer equipment that is to be utilized to fulfil the duties of your role. New hires will not be exempt from using company provided equipment.

Home Office Requirements Using Maximus-Provided Equipment:

- Internet speed of 20mbps or higher required (you can test this by going to

- Connectivity to the internet via either Wi-Fi or Category 5 or 6 ethernet patch cable to the home router

- Private work area and adequate power source

- Must currently and permanently reside in the Continental US

Minimum Requirements

- Bachelor's degree in related field.

- 3-5 years of relevant professional experience required.

- Equivalent combination of education and experience considered in lieu of degree, or demonstrated ability to perform the role successfully.

- Previous Call Center Supervisor or Call Center leadership experience is preferred.

EEO Statement

Maximus is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information and other legally protected characteristics.

Pay Transparency

Maximus compensation is based on various factors including but not limited to job location, a candidate's education, training, experience, expected quality and quantity of work, required travel (if any), external market and internal value analysis including seniority and merit systems, as well as internal pay alignment. Annual salary is just one component of Maximus's total compensation package. Other rewards may include short- and long-term incentives as well as program-specific awards. Additionally, Maximus provides a variety of benefits to employees, including health insurance coverage, life and disability insurance, a retirement savings plan, paid holidays and paid time off. Compensation ranges may differ based on contract value but will be commensurate with job duties and relevant work experience. An applicant's salary history will not be used in determining compensation. Maximus will comply with regulatory minimum wage rates and exempt salary thresholds in all instances.

Accommodations
Maximus provides reasonable accommodations to individuals requiring assistance during any phase of the employment process due to a disability, medical condition, or physical or mental impairment. If you require assistance at any stage of the employment process-including accessing job postings, completing assessments, or participating in interviews,-please contact People Operations at .

Minimum Salary

$

64,000.00

Maximum Salary

$

64,000.00

Description & Requirements

Maximus is currently hiring for Call Center Agents to join our Veterans Evaluation Services (VES) team. This is a remote opportunity. The Call Center Agent is responsible for screening all incoming VES calls, as well as directing courteous, educated information to both Veterans and providers alike. This position will require daily high volume inbound and outbound calling.

This position will start training on Monday, November 3, 2025.

Due to contract requirements, only US Citizens and Green Card holders can be considered for this opportunity.

Essential Duties and Responsibilities:
- Properly authenticate each caller before verifying or releasing any information.
- Place outgoing and receive incoming calls to and from Veterans regarding compensation and pension exams.
- Verify and modify personal information.
- Obtain scheduling availability and traveling availability of Veterans.
- Confirm or reschedule appointments.
- Properly modify changes and document information in OMS.
- Forward calls to staff members in other departments.
- Notify providers of cancellations for appointments scheduled within 72 hours from time of call.
- Submit templates and other requests to various individuals and departments within the Agency.
- Explain policies and procedures of VES and the VA to Veterans who are unfamiliar with our company.
- Explain the purpose of attending required exams, explain approximate time frames for returning reports/documents to the VA, and explain the process for travel reimbursement.
- Maintain maximum security implementing and enforcing HIPPA with medical providers, veterans, and VA employees.
- Receive/submit power of attorney forms to diagnostics.
- Maintain a low call time of 5 minutes or less per call.
- Maintain all emails and respond efficiently.
- Respond efficiently to web contacts sent by veterans.

- Ability to commit to a five week training period of 8:00AM-4:30PM CT Monday-Friday with zero absences starting Monday November 3, 2025 is required.

- After training is completed, the ability to work a shift between the hours of 5:45AM-7:00PM CT Monday-Friday or between the hours of 7:15AM-4:00PM CT Tuesday-Saturday is required.

- Minimum six (6) months Customer Service experience is required.

- Previous VES experience is preferred.

- One (1) year previous Call center experience is preferred.

Please note upon hire, Veteran Evaluation Services (VES), a Maximus Co. will provide all necessary computer equipment that is to be utilized to fulfill the duties of your role. New hires will not be exempt from using company provided equipment.

New hires will be required to provide their current, permanent home address so that equipment can be sent out. It is required to notify recruitment if you experience or anticipate a future change in address between the time of offer, and through the first 5 weeks of training, as soon as possible. Delivery to PO Boxes will not be accommodated, must be a physical address.

Home Office Requirements Using Maximus-Provided Equipment:

- Internet speed of 20mbps or higher required (you can test this by going to

- Connectivity to the internet via either Wi-Fi or Category 5 or 6 ethernet patch cable to the home router

- Private work area and adequate power source

- Must currently and permanently reside in the Continental US

- In accordance with SCA contract requirements, remote work must be conducted from the location specified at the time of hire. Travel is not permitted, and you are required to remain at your designated home location for all work activities.

Minimum Requirements

- High School Diploma or GED required.

EEO Statement

Maximus is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information and other legally protected characteristics.

Pay Transparency

For positions on this contract, Maximus will pay the prevailing wage rate for the location in which the employee is working, as determined by the Department of Labor. That wage rate will vary depending on locality. An applicant's salary history will not be used in determining compensation.

Accommodations
Maximus provides reasonable accommodations to individuals requiring assistance during any phase of the employment process due to a disability, medical condition, or physical or mental impairment. If you require assistance at any stage of the employment process-including accessing job postings, completing assessments, or participating in interviews,-please contact People Operations at .

Minimum Salary

$

17.75

Maximum Salary

$

21.20

Description & Requirements

Maximus is looking to fill an Content Analyst supporting our CDC INFO program. In this role, you will handle a variety of clerical tasks including document verification, managing calls and visitors, and supporting day-to-day operations. We're looking for someone detail-oriented, adaptable, and eager to keep projects running smoothly across departments.

***Position is a temporary and remote position ***

***Must be available to work weekends and holidays as needed. The hours of operation are Monday - Friday 8:00 AM - 8:00 PM EST***

Must provide your own device/equipment: Computer or Laptop required, head set with microphone and monitor required

Essential Duties and Responsibilities:

- Works on assignments that are semi-routine in nature but recognizes the need for occasional deviation from accepted practice.
- Perform repetitive clerical steps such as document verification, manage inbound and outbound routine calls, and greeting guests.
- Perform entry-level clerical duties requiring general knowledge and the application of various work methods and procedures.
- Provide administrative support to project and operations management, which may include identifying, anticipating, and meetings needs of all departments.

Additional Requirements:

- Bachelor's Degree with 5 years' experience required or relevant education/experience (Associate's Degree and 7 years' experience, or HS Diploma and 9 years' experience)

- May have training or education in area of specialization.

- Ability to speak and read English and Spanish clearly, professionally, and fluently."

Must provide your own device/equipment: Computer or Laptop required, head set with microphone and monitor required ( No Tablets, iPads, and Chromebooks are not permitted )

H ome Office Requirements:

- Hardwired internet (ethernet) connection.

- Internet download speed of 25mbps single upload or higher required (you can test this by going to Private work area and adequate power source.

- Video calls may be requested on occasion. Proper background and attire is required.

- Windows or Mac (Tablets, iPads, and Chromebooks are not permitted.)

OS for Windows - Windows 10 or Windows 11

OS for Mac - Big Sur (11.0.1+); Catalina (10.15); Monterey (12.3)

Minimum Requirements

- High School diploma or equivalent with 1-3 years of experience.
- May have training or education in area of specialization.

EEO Statement

Maximus is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information and other legally protected characteristics.

Pay Transparency

For positions on this contract, Maximus will pay the prevailing wage rate for the location in which the employee is working, as determined by the Department of Labor. That wage rate will vary depending on locality. An applicant's salary history will not be used in determining compensation.

Accommodations
Maximus provides reasonable accommodations to individuals requiring assistance during any phase of the employment process due to a disability, medical condition, or physical or mental impairment. If you require assistance at any stage of the employment process-including accessing job postings, completing assessments, or participating in interviews,-please contact People Operations at .

Minimum Salary

$

19.53

Maximum Salary

$

29.50