National Workforce Information Representative

Accountabilities: Respond to customer inquiries through phone, email, text, chat, IVR/self-service tools, and other assigned communication channels. Provide clear and accurate information using approved knowledge bases, standard operating procedures, and work instructions. Deliver Tier 1 customer support, including information services, referrals, order intake and fulfillment, service requests, comments and complaints, emergency inquiries, and escalation routing. Gather, document, and maintain accurate customer and case information in designated systems. Assess customer needs, resolve inquiries within established authority, and escalate issues that require additional support. Handle sensitive, confidential, crisis, emergency, and challenging interactions professionally and with appropriate discretion. Apply effective call control, active listening, empathy, and de-escalation techniques to create positive customer experiences. Meet established standards for call handling, response times, service quality, accuracy, documentation, and customer satisfaction. Complete required cross-training across programs, services, and communication channels to support changing operational needs. Participate in required training, coaching, quality assurance reviews, and performance improvement activities. Maintain reliable adherence to assigned shifts and schedules within a 24/7/365 operating environment. Requirements High school diploma or GED required. U.S. citizenship or permanent resident status required. At least 2 years of customer service experience, preferably in a contact center or telephone support environment. Strong English verbal and written communication skills, with the ability to explain information clearly and accurately. Spanish bilingual proficiency is highly preferred. Strong interpersonal and customer service skills, including the ability to build rapport and demonstrate empathy. Excellent active listening, problem-solving, critical-thinking, and decision-making abilities. Ability to manage call flow and balance customer needs with productivity and service expectations. Experience handling sensitive, confidential, difficult, or emotionally challenging customer interactions with professionalism and discretion. Strong keyboarding and data entry skills, with the ability to accurately document customer information and interactions. Basic computer proficiency and the ability to navigate multiple systems and applications simultaneously. Ability to conduct internet research and retrieve relevant information efficiently. Ability to follow established procedures, accept coaching, and work collaboratively in a team environment. Adaptability and willingness to support multiple programs, communication channels, and changing business requirements. Ability to successfully complete required background investigations, fingerprinting where applicable, and drug screening. Ability to obtain and maintain the required public trust clearance. Ability to work remotely using non-cellular high-speed internet such as fiber, DSL, or cable. Hotspots, satellite, and wireless internet services are not permitted. Flexibility to work assigned shifts within a 24/7/365 operation. Benefits Remote work: Work from home with all necessary work equipment provided. Pay: Starting hourly pay of approximately $14.XX per hour , depending on applicable county wage determination and work location. Health & Welfare benefit: $5.09 per hour for hours worked, up to 40 hours per week. 24/7/365 operation: Multiple scheduling opportunities within a nationwide customer support environment. Training and development: Required training, coaching, quality assurance support, and cross-training across programs and service channels. Career development: Opportunities to expand knowledge across public-facing programs and customer support services. Meaningful work: Support individuals in accessing information, services, referrals, and assistance through critical public-facing programs.