Customer Service Representative (Remote) – W2

Job Description

***This position is on W2, apply only if you are open to working on W2!***

**Job Title:** CSR
**Location:** Baltimore (Remote)
**Job Type:** Contract (Open to all candidates except **H1B Holders)**
**Pay Rate:** $12.00 – $15.00 per hour

**Job Summary:**

We are seeking a **Customer Service Representative (CSR)** to join our Contact Center team. In this role, you will provide high-quality support to customers via phone, email, and chat. The CSR is responsible for handling inquiries, conducting research, resolving issues, and documenting customer interactions, all while delivering a courteous and timely customer experience. This position requires strong communication skills, attention to detail, and the ability to multitask in a fast-paced environment.

**Key Responsibilities:**

* Answer inbound calls, emails, and chats in a courteous, timely, and professional manner in accordance with established policies and procedures.
* Perform research using internal systems to resolve customer inquiries, including verifying case status and identifying missing information.
* Make outbound calls when required based on business needs.
* Document all interactions accurately in the Customer Relationship Management (CRM) system.
* Ensure high-quality customer interactions, measured through internal quality audits and customer satisfaction feedback.
* Escalate complex inquiries according to established protocols.
* Reference FAQs, knowledge bases, and training materials to answer customer questions effectively.
* Stay up to date with current policies, procedures, and program changes.
* Adhere to assigned schedules and attendance requirements.
* Availability to work evenings, weekends, and holidays as required (with prior notice).
* Perform additional duties as assigned.

**Qualifications & Experience:**

**Education:**

* High school diploma or GED required.

**Experience:**

* At least **3 years** of experience in a customer service or contact center role.
* Experience with **State Health and Human Services programs** preferred.
* Ability to work across multiple production database systems simultaneously.

**Skills & Abilities:**

* Clear and professional communication in English (both verbal and written).
* Excellent active listening and interpersonal skills.
* Intermediate to advanced computer proficiency.
* Strong multitasking, organization, and workflow management skills.
* Fast and accurate typing and documentation skills.
* Ability to adapt to changing environments and work independently or as part of a team.
* Strong attention to detail is essential.

**Mandatory Requirements:**

Prior to the start date, candidates must complete the following:

* Successful background check verification.
* Execution of required **Non-Disclosure Agreements (NDAs)**
* Must be located and authorized to work within the **United States**.

**Why Join Us?**

* Work in a supportive team environment
* Gain experience in government service and customer engagement
* Opportunities for professional growth and skill development

Job Type: Contract

Pay: $12.00 – $15.00 per hour

Application Question(s):

* This position is on W2, Are you open to working on W2 (Y/N)?

Experience:

* Inbound Calling: 3 years (Required)
* CRM Software Proficiency: 2 years (Required)
* State/Government Programs: 2 years (Preferred)

Work Location: Remote