91 Customer Service jobs in Wetumpka

**Job Description:**
Sharecare is the leading digital health company that helps people - no matter where they are in their health journey - unify and manage all their health in one place. Our comprehensive and data-driven virtual health platform is designed to help people, providers, employers, health plans, government organizations, and communities optimize individual and population-wide well-being by driving positive behavior change. Driven by our philosophy that we are all together better, at Sharecare, we are committed to supporting each individual through the lens of their personal health and making high-quality care more accessible and affordable for everyone. To learn more, visit .
**Job Summary:**
The Customer Service Representative (CSR) answers inbound calls from members and providers, inputs data, and provides a high level of customer service always extending courtesy and professionalism. The CSR handles inbound customer service inquiries and problems via the telephone and email while effectively recording communications accurately and consistently. Calls are predominantly "routine", but may require deviation from standard screens, scripts and procedures. CSRs use a computerized system for tracking calls, information gathering, and/or troubleshooting and may assess needs, explain programs and suggest/promote alternative products or services. 
***This is a remote position and can be located anywhere within the United States.**
**Essential Job Functions:**
+ Identify, evaluate and prioritize caller needs, questions and concerns. 
+ Formulate plans of resolution and respond appropriately and efficiently. 
+ Maintain and restore customer satisfaction and partner with other teams as needed. 
+ Perform problem analysis, problem determination and recommended resolutions to the callers in accordance with standard protocol. 
+ Proactively educate caller on program benefits. 
+ Meet or exceed established call center metrics, attendance standards and quality levels. 
+ Use computer tools to accurately process and document information. 
+ Develop rapport with callers and appropriately adjust communication style.  
+ Provide accurate information about Sharecare programs and services. 
+ Escalate issues internally and follow up on escalated issues. 
**Qualifications:**
+ High School Diploma 
+ Prior experience in a customer service related field preferred
+ Great communication skills 
+ Must be able to multi-task 
+ General working knowledge of Microsoft Word & Outlook 
+ Computer keyboard proficiency and internet navigation skills required 
+ Have the ability to work effectively with others in a team environment  
+ Ability to thrive in a fast-growing always changing environment 
Sharecare and its subsidiaries are Equal Opportunity Employers and E-Verify users. Qualified applicants will receive consideration for employment without regard to race, color, sex, national origin, sexual orientation, gender identity, religion, age, equal pay, disability, genetic information, protected veteran status, or other status protected under applicable law.
Sharecare is an Equal Opportunity Employer and doesn't discriminate on the basis of race, color, sex, national origin, sexual orientation, gender identity, religion, age, disability, genetic information, protected veteran status,or other non-merit factor.

Description & Requirements

Be part of something great

Maximus is a global organisation that specialises in providing health and employment services to millions of people every year. Here in the UK we employ around 5,000 people across the country to deliver services that have a profound impact on people's lives. From assessments and health services to employability programmes and specialist support, we do work that matters with people who care.

You must be living in the United Kingdom (UK) with the right to work in the UK to be considered for this role. This is a home based position open only to UK Based candidates.

The role of the Customer Service Advisor is to co-ordinate and oversee the day-to-day operation of the Remote Assessment Centre, managing sessions to optimise productivity and customer service, remotely interacting with all customers and associate third parties, and working with clinical colleagues to ensure smooth running of assessments across all relevant channels.

Fully manage each day's appointment sessions. Carry out confirmation and reminder calls to customers for appointments. Monitor session progress and backfill appointments where necessary. Identify additional support with other sites (remote or geographical) where necessary in management of the appointment session.

Work collaboratively with other Assessment Centres (remote and geographical), Teams, Team Leaders, and Health Care Practitioners to ensure cohesion within the team and workflow progression. Work closely with the Remote Assessment Manager / Team Performance Lead to ensure the sessions run smoothly and on time. Provide cover remotely for other sites as required.

Welcome and greet customers on confirmation and arrival for their assessment; whether via telephone link or video link. Provide a professional outstanding service to customers in line with the CHDA vision and values.

Complete daily checks to ensure all completed assessments have been closed and moved on to prevent a delay with the customer journey. Check all digital files are complete and available in readiness for appointment sessions and appropriately action any missing information from the customer file. Update records accurately using the in-house computer system. Complete fortnightly 'Work in progress' checks.

Effectively communicate with General Practitioner surgeries, hospitals, interpreting services and DWP

Prepare and distribute confidential customer documentation securely across different teams within CHDA.

Other general administrative duties.

Qualifications & Experience

• Educated to a minimum of GCSE level or equivalent including Maths & English at grade C or above
• IT literate, with good Microsoft Office skills
• Good level of written English, grammar and punctuation for correspondence and record keeping on referral management systems
• Demonstrable experience in an administrative or customer service position.

Individual Competencies

• Fluent English Language skills, able to communicate with stakeholders on a day-to-day basis, via telephone and email in a clear, caring, courteous and professional manner
• Able to demonstrate a clear attention to detail in relation to office administration duties such as, updating spreadsheets and presenting information clearly and accurately
• Able to manage filing in a clear and logical structure, writing/typing information in a clear understandable level of English and ensuring relevant information is documented in a consistent manner
• Able to prioritise tasks effectively
• Able to deliver work to set targets and specified standards
• Self-motivated: Able to work unsupervised and use own initiative
• Able to remain calm in challenging situations
• A positive enthusiastic approach to solving problems
  Proven ability to make logical and solid decisions.

EEO Statement

Maximus is committed to developing, maintaining and supporting a culture of diversity, equity and inclusion throughout the recruitment process. We know that feeling included has a dramatic impact on personal wellbeing and are working to ensure that no job applicant receives less favourable treatment due to any personal characteristic. Advertisements for posts will include sufficiently clear and accurate information to enable potential applicants to assess their own suitability for the post.

We are a Disability Confident Leader, thanks to our commitment to the recruitment, retention and career development of people with disabilities and long term conditions. The Disability Confident scheme includes a guaranteed interview for any applicant with a disability who meets the minimum requirements for a job. When you complete your job application you will find a question asking you if you would like to apply under the Disability Confident Guaranteed Interview Scheme. If you feel that you have a disability and apply under this scheme, providing that you meet the essential criteria for the job, you will then be invited for interview. YourGuaranteed Interview application will only be shared with the hiring manager and the local resourcing team. Where reasonable, Maximus will review and consider adjustments for those applicants who express a requirement for them during the recruitment process.

Minimum Salary

£

24,570.00

Maximum Salary

£

24,570.00

Description & Requirements

Maximus is currently hiring a Limited Service Customer Service Representative to support our SOA Maine State Based Marketplace team. This is a remote opportunity. The Customer Service Representative is responsible for answering inbound calls, making outbound calls, assisting consumers with applications for coverage, and applying for financial assistance, as well as processing document verifications.

The Maine State-based Marketplace (ME SBM) project provides support for the Maine State-based Marketplace, Consumer Assistance Center. We provide customer service assistance for the State-run health insurance marketplace that the citizens of Maine can access to shop for health care coverage and enroll in a plan.

**Must be wiling and able to accept a limited service position.**

Why Maximus?

Work/Life Balance Support - Flexibility tailored to your needs!

• Competitive Compensation - Bonuses based on performance included!

• Comprehensive Insurance Coverage - Choose from various plans, including Medical, Dental, Vision, Prescription, and partially funded HSA. Additionally, enjoy Life insurance benefits and discounts on Auto, Home, Renter's, and Pet insurance.

• Future Planning - Prepare for retirement with our 401K Retirement Savings plan and Company Matching.

• Paid Time Off Package - Enjoy PTO, Holidays, and extended sick leave, along with Short and Long Term Disability coverage.

• Holistic Wellness Support - Access resources for physical, emotional, and financial wellness through our Employee Assistance Program (EAP).

• Recognition Platform - Acknowledge and appreciate outstanding employee contributions.

• Tuition Reimbursement - Invest in your ongoing education and development.

• Employee Perks and Discounts - Additional benefits and discounts exclusively for employees.

• Maximus Wellness Program and Resources - Access a range of wellness programs and resources tailored to your needs.

• Professional Development Opportunities-Participate in training programs, workshops, and conferences

Essential Duties and Responsibilities:

- Answer incoming calls from consumers including the general public, prospective enrollees and people assisting enrollees or acting on their behalf in accordance with all performance standards, policy and procedures, and protocols including but not limited to the confidentiality and privacy policies.

- Respond effectively to all forms of inbound and outbound contacts.

- Track and document all inquiries using the applicable systems.

- Transfer/refer consumers to appropriate entities according to the established guidelines.

Facilitate the fulfillment of caller requests for materials via mail, email, or download.

- Facilitate translation services for non-English speaking callers according to procedures.

- Escalate calls or issues to the appropriate designated staff for resolution as needed.

- Attend meetings and trainings as requested and maintain up-to-date knowledge of all programs and systems.

Minimum Requirements

- High school diploma or GED required and 6+ months of relevant professional experience required, or equivalent combination of education and experience.

- Previous experience on the Maine SBM project within the last year is required.

- Must be willing and able to accept a Limited Service position.

Home Office Requirements:

- Internet speed of 25mbps 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.

- Must currently and permanently reside in the Continental US.

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

$

17.00

Maximum Salary

$

17.00

Description & Requirements

Maximus is currently hiring a Limited Service Customer Service Representative to support our SOA Maine State Based Marketplace team. This is a remote opportunity. The Customer Service Representative is responsible for answering inbound calls, making outbound calls, assisting consumers with applications for coverage, and applying for financial assistance, as well as processing document verifications.

The Maine State-based Marketplace (ME SBM) project provides support for the Maine State-based Marketplace, Consumer Assistance Center. We provide customer service assistance for the State-run health insurance marketplace that the citizens of Maine can access to shop for health care coverage and enroll in a plan.

**Must be wiling and able to accept a limited service position.**

Why Maximus?

Work/Life Balance Support - Flexibility tailored to your needs!

• Competitive Compensation - Bonuses based on performance included!

• Comprehensive Insurance Coverage - Choose from various plans, including Medical, Dental, Vision, Prescription, and partially funded HSA. Additionally, enjoy Life insurance benefits and discounts on Auto, Home, Renter's, and Pet insurance.

• Future Planning - Prepare for retirement with our 401K Retirement Savings plan and Company Matching.

• Paid Time Off Package - Enjoy PTO, Holidays, and extended sick leave, along with Short and Long Term Disability coverage.

• Holistic Wellness Support - Access resources for physical, emotional, and financial wellness through our Employee Assistance Program (EAP).

• Recognition Platform - Acknowledge and appreciate outstanding employee contributions.

• Tuition Reimbursement - Invest in your ongoing education and development.

• Employee Perks and Discounts - Additional benefits and discounts exclusively for employees.

• Maximus Wellness Program and Resources - Access a range of wellness programs and resources tailored to your needs.

• Professional Development Opportunities-Participate in training programs, workshops, and conferences

Essential Duties and Responsibilities:

- Answer incoming calls from consumers including the general public, prospective enrollees and people assisting enrollees or acting on their behalf in accordance with all performance standards, policy and procedures, and protocols including but not limited to the confidentiality and privacy policies.

- Respond effectively to all forms of inbound and outbound contacts.

- Track and document all inquiries using the applicable systems.

- Transfer/refer consumers to appropriate entities according to the established guidelines.

Facilitate the fulfillment of caller requests for materials via mail, email, or download.

- Facilitate translation services for non-English speaking callers according to procedures.

- Escalate calls or issues to the appropriate designated staff for resolution as needed.

- Attend meetings and trainings as requested and maintain up-to-date knowledge of all programs and systems.

Minimum Requirements

- High school diploma or GED required and 6+ months of relevant professional experience required, or equivalent combination of education and experience.

- Previous experience on the Maine SBM project within the last year is required.

- Must be willing and able to accept a Limited Service position.

Home Office Requirements:

- Internet speed of 25mbps 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.

- Must currently and permanently reside in the Continental US.

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.

Minimum Salary

$

16.00

Maximum Salary

$

16.00

Description & Requirements

Maximus is looking to fill a Customer Service Representative II position (CSR II). This position supports our CDC INFO program. CDC-INFO is the CDC's national contact center, providing information to the public, healthcare providers, and public health professionals. CDC-INFO offers CSR via phone, email, or chat to help find the most up-to-date, reliable, consistent, and science-based health information on more than 750 health and COVID related topics.

*** 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***

Essential Duties and Responsibilities:

- Provides customer service for basic and routine inquiries and problems via multiple possible channels (i.e. telephone, emails, web chats, or written letters).

- Calls are predominantly routine, but may require deviation from standard screens, scripts, and procedures.

- Uses computerized system for tracking, information gathering, and/or troubleshooting.

- Provides feedback when needed, provide input on call trends, processes, procedures, and training.
- May respond to customer inquiries by referring them to published materials, secondary sources, or more senior staff.

Education and Responsibilities:

- High School diploma or GED required

- Minimum six (6) months customer service/administrative /call center experience required

- Must be able to speak and write English clearly and professionally

- Successfully complete the written assessment

- Highly effective communicator with strong ability to provide an excellent empathetic customer experience

- Excellent listening, comprehension, communications (verbal and written), problem solving and customer service skills

- Experience working with a PC, MS Word and Outlook required

- Must have demonstrated excellent interpersonal and leadership skills and the ability to organize simultaneous tasks

- Proven ability to work as a member of a team, as well as independently

- All CDC INFO personnel will be required by contract to undergo periodic program update training as the program changes

- All CDC INFO personnel are required to sign a Statement of Understanding and Non-Disclosure

Previous experience with phone systems, and headset preferred

- Must be able to work from home and comply with remote working policies and requirements

- Flexibility - Required to work holidays, weekends and /or weekends to meet operational needs

- Must be able to work alternate schedules

- Customer service is the primary function

- Answer Incoming calls, emails, chats, SMS Text, and provide assistance in scheduling vaccines or sending out kits, from general public, clinicians and government officials in accordance with all CDC and Maximus performance standards, policy and procedures, and protocols including but not limited to the confidentiality and privacy policy

- Call, email, chat, vaccine appointments and sending out kits are predominantly routine, but may require deviation from standard screens, scripts, and procedures

- Utilize databases and written materials to look up and provide information to telephone, email, chat inquiries as well as scheduling appointments and sending out kits

- Maintain up-to-date knowledge of CDC Public Response , procedures, and policies to provide knowledgeable responses to numerous inquiries in a courteous, timely and professional manner

- Track and document all inquiries, appointments, kits, using CRM and applicable systems

- Meet Quality Assurance (QA) and other key performance metrics

- Escalate calls, emails, chat, scheduling or kit related issues to the appropriate designated group

- Continually look for and suggest process improvements, which will benefit MAXIMUS, CDC, and the public (inquirers)

- Attend meetings and training as requested and maintain up to date knowledge of public response, programs, and systems

*** This position you will need to use your own device personal computer or laptop. No Tablets, iPads, and Chromebooks are not permitted.***

Home Office Requirements:

- Hardwired internet (ethernet) connection.

- Required Internet speeds - Minimum download 25mbps or higher and minimum upload speed 10mbps or higher (you can test this by going to (1)

- Private work area and adequate power source.

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

*** Must provide your own device/equipment: Computer or Laptop required, head set with microphone and monitor 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 6 months of customer service experience.

- May have additional 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

$

17.75

Maximum Salary

$

24.16

Description & Requirements

Maximus is looking to fill a Customer Service Representative II position (CSR II). This position supports our CDC INFO program. CDC-INFO is the CDC's national contact center, providing information to the public, healthcare providers, and public health professionals. CDC-INFO offers CSR via phone, email, or chat to help find the most up-to-date, reliable, consistent, and science-based health information on more than 750 health and COVID related topics.

***Must be able to start work on 10/6/2025***

*** 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***

Essential Duties and Responsibilities:

- Provides customer service for basic and routine inquiries and problems via multiple possible channels (i.e. telephone, emails, web chats, or written letters).

- Calls are predominantly routine, but may require deviation from standard screens, scripts, and procedures.

- Uses computerized system for tracking, information gathering, and/or troubleshooting.

- Provides feedback when needed, provide input on call trends, processes, procedures, and training.
- May respond to customer inquiries by referring them to published materials, secondary sources, or more senior staff.

Education and Responsibilities:

- High School diploma or GED required

- Minimum six (6) months customer service/administrative /call center experience required

- Must be able to speak and write English clearly and professionally

- Successfully complete the written assessment

- Highly effective communicator with strong ability to provide an excellent empathetic customer experience

- Excellent listening, comprehension, communications (verbal and written), problem solving and customer service skills

- Experience working with a PC, MS Word and Outlook required

- Must have demonstrated excellent interpersonal and leadership skills and the ability to organize simultaneous tasks

- Proven ability to work as a member of a team, as well as independently

- All CDC INFO personnel will be required by contract to undergo periodic program update training as the program changes

- All CDC INFO personnel are required to sign a Statement of Understanding and Non-Disclosure

Previous experience with phone systems, and headset preferred

- Must be able to work from home and comply with remote working policies and requirements

- Flexibility - Required to work holidays, weekends and /or weekends to meet operational needs

- Must be able to work alternate schedules

- Customer service is the primary function

- Answer Incoming calls, emails, chats, SMS Text, and provide assistance in scheduling vaccines or sending out kits, from general public, clinicians and government officials in accordance with all CDC and Maximus performance standards, policy and procedures, and protocols including but not limited to the confidentiality and privacy policy

- Call, email, chat, vaccine appointments and sending out kits are predominantly routine, but may require deviation from standard screens, scripts, and procedures

- Utilize databases and written materials to look up and provide information to telephone, email, chat inquiries as well as scheduling appointments and sending out kits

- Maintain up-to-date knowledge of CDC Public Response , procedures, and policies to provide knowledgeable responses to numerous inquiries in a courteous, timely and professional manner

- Track and document all inquiries, appointments, kits, using CRM and applicable systems

- Meet Quality Assurance (QA) and other key performance metrics

- Escalate calls, emails, chat, scheduling or kit related issues to the appropriate designated group

- Continually look for and suggest process improvements, which will benefit MAXIMUS, CDC, and the public (inquirers)

- Attend meetings and training as requested and maintain up to date knowledge of public response, programs, and systems.

*** This position you will need to use your own device personal computer or laptop. No Tablets, iPads, and Chromebooks are not permitted. ***

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

Home Office Requirements:

- Hardwired internet (ethernet) connection.

- Required Internet speeds - Minimum download 25mbps or higher and minimum upload speed 10mbps or higher (you can test this by going to (1)

- Private work area and adequate power source.

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

Minimum Requirements

- High School diploma or equivalent with 6 months of customer service experience.

- May have additional 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

$

17.75

Maximum Salary

$

24.16

**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.**
**GAP Solutions is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to their race, ethnicity, ancestry, color, sex, religion, creed, age, national origin, citizenship status, disability, medical condition, military and veteran status, marital status, sexual orientation or perceived sexual orientation, gender, gender identity, and gender expression, familial status, political affiliation, genetic information, or any other legally protected status or characteristics.**
**_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.**
**GAP Solutions is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to their race, ethnicity, ancestry, color, sex, religion, creed, age, national origin, citizenship status, disability, medical condition, military and veteran status, marital status, sexual orientation or perceived sexual orientation, gender, gender identity, and gender expression, familial status, political affiliation, genetic information, or any other legally protected status or characteristics.**
**_This position is contingent upon contract award._**

Job Title:
Customer Service Representative-Remote (Bilingual: Spanish and English)
Job Description
* MUST SPEAK BOTH SPANISH AND ENGLISH FLUENTLY *
**DESCRIPCIÓN DEL TRABAJO**
El Representante de Servicio al Cliente Remoto (Bilingüe: Español e Inglés) trabaja desde casa e interactúa con los clientes mediante llamadas entrantes y salientes o por internet. Este puesto proporciona soporte al cliente y resolución de problemas y preguntas rutinarias sobre los productos o servicios del cliente. (Aceptamos solicitudes para este puesto de forma continua. Se anima a los veteranos militares a postularse).
**UNA NUEVA CARRERA IMPULSADA POR TI**
¿Buscas un cambio de carrera teletrabajando en una organización global con visión de futuro que fomenta una cultura inclusiva que prioriza a las personas y un auténtico sentido de pertenencia? ¿Te gustaría unirte a una empresa que cada año recibe premios como " **Mejores Lugares para Trabajar del Mundo** ", " **Empleados Más Felices** " y " **Mejores Empresas para el Desarrollo Profesional** "? ¡Entonces, un puesto remoto de Representante de Servicio al Cliente en Concentrix es justo lo que necesitas!
Como Representante de Servicio al Cliente remoto, te unirás a un equipo diverso y orgánico, proveniente de más de 70 países, donde TODOS los miembros contribuyen y se apoyan mutuamente para el éxito y el bienestar, unidos con orgullo como "innovadores". Juntos, ayudamos a las marcas más reconocidas del mundo a mejorar sus negocios mediante experiencias de cliente excepcionales e innovación tecnológica. Y debido a nuestro continuo crecimiento, buscamos más innovadores talentosos que se unan a nuestro propósito, personas tan apasionadas como nosotros por brindar experiencias de servicio al cliente excepcionales.
**CRECIMIENTO PROFESIONAL Y DESARROLLO PERSONAL**
Esta es una excelente oportunidad de teletrabajo que te permitirá reimaginar una nueva trayectoria profesional y, al mismo tiempo, cultivar amistades para toda la vida. Te brindaremos toda la capacitación, las tecnologías y el apoyo continuo que necesitas para alcanzar el éxito. Además, en Concentrix, existe un verdadero potencial de crecimiento profesional (y personal). De hecho, ¡aproximadamente el 80 % de nuestros gerentes y líderes han sido ascendidos internamente! Por eso, ofrecemos una gama de programas GRATUITOS de Aprendizaje y Desarrollo de Liderazgo, diseñados para guiarte hacia la carrera que siempre has soñado.
**LO QUE HARÁS EN ESTE ROL**
Como representante de servicio al cliente que trabaja desde casa, usted:
+ Brindar soporte al cliente entrante utilizando una guía de flujo de llamadas en el idioma preferido del cliente
+ Ayudar a los clientes a resolver problemas técnicos básicos
+ Rastrear, documentar y recuperar información en bases de datos
+ Ofrecer productos y/o servicios adicionales
+ Ofrecer experiencias expertas al cliente.con una sonrisa
**SUS CALIFICACIONES**
Sus habilidades, integridad, conocimiento y genuina compasión aportarán valor y éxito en cada interacción con el cliente. Otros requisitos para nuestro puesto de Representante de Servicio al Cliente (Remoto) incluyen:
+ La capacidad de leer, escribir y hablar con fluidez tanto en español como en inglés.
+ Más de 1 año de experiencia en atención al cliente
+ Disponibilidad abierta
+ Un diploma de escuela secundaria o GED
+ Un entorno tranquilo y sin distracciones para trabajar en su casa.
+ Competencia en multitareas de ritmo rápido
+ Afán por aprender nuevas tecnologías
+ Sólidas habilidades de navegación informática y conocimiento de PC.
+ Una computadora de escritorio o portátil para completar las pruebas de PC e Internet; se puede proporcionar una computadora de trabajo según el puesto ofrecido, pero no está garantizada (se discutirá más a fondo con un reclutador)
+ Internet de alta velocidad (sin conexión inalámbrica/puntos de acceso ni satélite) y un teléfono inteligente
+ Debe residir en los Estados Unidos y tener una dirección estadounidense válida para residir.
**¿QUÉ HAY PARA TI?**
Una de las creencias culturales de nuestra empresa dice: «Defendemos a nuestra gente». Por eso, invertimos significativamente en nuestros innovadores, nuestra infraestructura y nuestras capacidades para garantizar el éxito a largo plazo tanto de nuestros equipos como de nuestros clientes. Invertiremos en TI para impulsar tu trayectoria profesional y tu desarrollo personal. Los beneficios disponibles para los empleados estadounidenses elegibles en este puesto incluyen:
+ El salario base para este puesto es de $15 a $8 por hora (el salario no será inferior al salario mínimo vigente). Los salarios reales variarán según el lugar de trabajo, las cualificaciones, las habilidades, la educación, la experiencia y las competencias. Los beneficios disponibles para los empleados elegibles incluyen seguro médico, dental y de la vista, programa integral de asistencia al empleado (PAE), plan de jubilación 401(k), días libres y festivos remunerados, y días de capacitación remunerados. Aceptamos solicitudes para este puesto de forma continua.
+ Opción de inscripción a DailyPay para acceder al pago "anticipado" cuando lo desee
+ Capacitación pagada e incentivos basados en el desempeño
+ Oportunidades lucrativas de bonificación por recomendación de empleados
+ Oportunidades de networking empresarial con grupos organizados en los siguientes temas: Red de mujeres, profesionales negros, orgullo LGBTQ+, capacidad (discapacidades), neurodiversidad dinámica, mujeres en tecnología, campeones de OneEarth y más
+ Programas de salud y bienestar con socios capacitados para ayudar a promover un yo saludable.
+ Programas de mentoría que apoyan su gratificante trayectoria profesional.
+ Comodidad para trabajar desde casa
+ Programas y eventos que apoyan la diversidad, la equidad y la inclusión, así como la ciudadanía global, la sostenibilidad y el apoyo comunitario.
Celebraciones por el Día de Concentrix, el Día de agradecimiento a quienes cambian el juego, la Semana de servicio al cliente, el Día Mundial de la Limpieza, #MyOneEarthPromise y más
**¡REIMAGINA LA MEJOR VERSIÓN DE TI!**
Si todo esto te parece el siguiente paso perfecto en tu trayectoria profesional, queremos saber de ti. Postula hoy mismo y descubre por qué más de 440.000 personas innovadoras en todo el mundo consideran a Concentrix su "empleador predilecto".
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**JOB DESCRIPTION**
The Customer Service Representative-Remote (Bilingual: Spanish and English) works from home and interfaces with customers via inbound/outbound calls and/or via the Internet. This position provides customer service support and resolution of routine problems and questions regarding client's products and/or services. (We accept applications for this position on an ongoing basis. Military veterans are encouraged to apply.)
**A NEW CAREER POWERED BY YOU**
Are you looking for a "work from home" career change with a forward-thinking global organization that nurtures a true people-first, inclusive culture and a genuine sense of belonging? Would you like to join a company that earns " **World's Best Workplaces** ," " **Happiest Employees** ," and " **Best Companies for Career Growth** " awards every year? Then a remote Customer Service Representative position at Concentrix is just the right place for you!
As a remote Customer Service Representative, you'll join an organically diverse team from 70+ countries where ALL members contribute and support each other's success and well-being, proudly united as "game-changers." Together, we help the world's best-known brands improve their businesses through exceptional customer experiences and tech-powered innovation. And due to continued growth, we're looking for more talented game-changers to join our purpose, people as passionate about providing outstanding customer service experiences as we are.
**CAREER GROWTH AND PERSONAL DEVELOPMENT**
This is a great "work from home" opportunity that will allow you to reimagine an all-new career journey and develop "friends for life" at the same time. We'll give you all the training, technologies, and continuing support you'll need to succeed. Plus, at Concentrix, there's real career (and personal) growth potential. In fact, about 80% of our managers and leaders have been promoted from within! That's why we offer a range of FREE Learning and Leadership Development programs designed to set you on your way to the kind of career you've always envisioned.
**WHAT YOU WILL DO IN THIS ROLE**
As a Customer Service Representative working from home, you will:
+ Provide inbound customer support using a call flow guide in the customer's preferred language
+ Help customers resolve basic technical issues
+ Track, document, and retrieve information in databases
+ Offer additional products and/or services
+ Deliver expert customer experiences.with a smile
**YOUR QUALIFICATIONS**
Your skills, integrity, knowledge, and genuine compassion will deliver value and success with every customer interaction. Other qualifications for our Customer Service Representative (Remote) role include:
+ The ability to read, write and speak fluently both Spanish and English
+ 1+ year of customer service experience
+ Open availability
+ A high school diploma or GED
+ A quiet, distraction-free environment to work from in your home
+ Proficiency in fast-paced multi-tasking
+ Eagerness to learn new technologies
+ Strong computer navigation skills and PC knowledge
+ A desktop or laptop to complete PC and internet testing; A work computer may be provided depending on the position offered, but is not guaranteed (will be discussed further with a recruiter)
+ High Speed internet (no wireless/hotspots or satellite) and a smartphone
+ Must reside in the United States and have a valid U.S. address for residence
**WHAT'S IN IT FOR YOU**
One of our company's Culture Beliefs says, "We champion our people." That's why we significantly invest in our game-changers, our infrastructure, and our capabilities to ensure long-term success for both our teams and our customers. And we'll invest in YOU to aid in your career path and in your personal development. Benefits available to eligible U.S. employees in this role include:
+ The base salary range for this position is $15-$18/hr. (pay rate will not e below the applicable minimum wage). Actual salaries will vary based on work location, qualifications, skills, education, experience, and competencies. Benefits available to eligible employees in this role include medical, dental, and vision insurance, comprehensive employee assistance program (EAP), 401(k) retirement plan, paid time off and holidays, and paid training days. We accept applications for this position on an ongoing basis.
+ DailyPay enrollment option to access pay "early," when you want it
+ Paid training and performance-based incentives
+ Lucrative employee referral bonus opportunities
+ Company networking opportunities with organized groups in the following topics: Network of Women, Black Professionals, LGBTQ+ Pride, Ability (Disabilities), Dynamic ((Neurodiversity), Women in Tech, OneEarth Champions, and more
+ Health and wellness programs with trained partners to help promote a healthy you
+ Mentorship programs that support your rewarding career journey
+ Work-from-home convenience
+ Programs and events that support diversity, equity, and inclusion, as well as global citizenship, sustainability, and community support
+ Celebrations for Concentrix Day, Game-Changer Appreciation Day, Customer Service Week, World Clean Up Day, #MyOneEarthPromise, and more
**REIMAGINE THE BEST VERSION OF YOU!**
If all this feels like the perfect next step in your career journey, we want to hear from you. Apply today and discover why over 440,000 game-changers around the globe call Concentrix their "employer of choice."
Location:
USA, OH, Work-at-Home
Language Requirements:
Time Type:
Full time
Physical & Mental Requirements: While performing the duties of this job, the employee is regularly required to operate a computer, keyboard, telephone, headset, and other office equipment. Work is generally sedentary in nature.
**If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the** Job Applicant Privacy Notice for California Residents ( to Work:**
In accordance with federal law, only applicants who are legally authorized to work in the United States will be considered for this position. Must reside in the United States or have a valid U.S. address for residence.
**Where Job May be Performed:**
Currently, this position may be performed only in the states listed here ( .
Concentrix is an equal opportunity and affirmative action (EEO-AA) employer. We promote equal opportunity to all qualified individuals and do not discriminate in any phase of the employment process based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, pregnancy or related condition, disability, status as a protected veteran, or any other basis protected by law.
For more information regarding your EEO rights as an applicant, please visit the following websites:
-English ( ( request a reasonable accommodation please click here ( .
If you wish to review the Affirmative Action Plan, please click here ( .