Remote Customer Service Representative – Federal Contact Center
Support a Mission That Matters
ITCON Services is seeking dedicated and customer-focused Customer Service Representatives to support a high-impact federal contact center program.
In this role, you will be on the front lines—helping individuals navigate important services and processes with clarity, professionalism, and empathy. If you thrive in a fast-paced environment, enjoy helping people, and take pride in delivering exceptional customer service, this is an opportunity to make a meaningful difference every day.
Why Join ITCON?
- Be part of a mission-driven federal program serving millions of customers
- Work in a supportive, team-oriented environment
- Gain experience with modern contact center technologies
- Access training and professional growth opportunities
- Enjoy the flexibility of a fully remote role
What You'll Do
Customer Support & Communication
- Handle customer inquiries across multiple channels, including inbound/outbound calls, web chat, web forms, and secure messaging
- Manage up to two concurrent chat sessions while maintaining accuracy and professionalism
- Provide clear, accurate, and complete information in plain language
Service Delivery & Case Management
- Assist customers using approved knowledge articles, scripts, procedures, and job aids
- Capture, document, and route service requests (e.g., address changes, appointment requests) using web-based systems
- Triage customer inquiries, determine appropriate next steps, and assist with scheduling or rescheduling appointments when applicable
Escalation & Compliance
- Escalate inquiries that fall outside of standard guidance to Tier 2 support teams
- Maintain strict adherence to program guidelines, including providing non-advisory support (no legal advice)
- Deliver service in a calm, respectful, and non-judgmental manner
Bilingual Support (if applicable)
- Provide assistance in both English and Spanish for bilingual roles
What You Bring
- Strong customer service and communication skills
- Ability to multitask and manage multiple communication channels simultaneously
- Comfort working in a fast-paced, structured contact center environment
- Strong attention to detail and ability to follow processes and guidelines
- Basic technical proficiency and ability to learn new systems quickly
Requirements
- High School Diploma or equivalent
- U.S. Citizenship required
- Ability to type at least 60 words per minute
- Proficiency navigating computer systems and tools, including:
- CRM platforms (e.g., Salesforce/STARS)
- Contact center tools (e.g., Amazon Connect softphones)
- Ability to obtain and maintain required government clearance
