Customer Service Representative
Front-line support for established programs, working from home on a US-based team
About the Role
Our CSRs are the first voice callers hear when they reach the programs we run for our clients. That includes long-running government work like Michigan EBT cardholder support and federal benefits programs, plus commercial accounts where the agent who picks up is the customer experience.
You'll work from home on a US-based team that's been doing this since 1998. Calls are inbound, and you'll be cross-trained across several client programs so your hours stay steady when any one program slows down. Most interactions follow a documented script, either provided by the client or built by us, which keeps answers consistent and compliant across the team. The judgment comes in when a caller goes off-script or has a problem the script doesn't cover.
Job Details
- Location
- Remote
- Type
- Full-time or Part-time
- Pay
- $13.75 – $18 / hour
- Based on experience
- Shift
- Day, evening, and weekend shifts available
- Reports To
- Team Lead / Supervisor
What You'll Do
- Answer inbound calls and respond to caller questions in a professional, timely manner
- Document each interaction in the program's ticketing system or CRM
- Resolve common issues directly; transfer or escalate cases that need a specialist
- Walk callers through processes, account questions, or troubleshooting steps
- Surface patterns in caller issues to your Team Lead so we can fix root causes, not just symptoms
- Help train and mentor new CSRs on your program once you're up to speed
- Follow program-specific compliance requirements
What We're Looking For
- High school diploma or equivalent
- Strong verbal and written English communication
- Comfortable with computers and able to learn new software (CRMs, ticketing systems, knowledge bases)
- 30+ WPM typing speed
- Reliable internet: 100+ Mbps down on a hardwired connection (cable, fiber, or Starlink — 5G home internet and traditional satellite are not supported)
- Dedicated quiet workspace at home; clean-desk policy is enforced during shifts
- US-based with authorization to work in the US
- 1–3 years of office, retail, or customer service experience preferred — we'll train the right person without it
Nice to Have
- Bilingual English/Spanish or English/Arabic
- Prior call center or BPO experience
- Experience with state benefits programs (EBT, WIC, Medicaid) or federal benefits work
Working Environment
This is a fully remote, US-based role. We ship company-owned hardware to you and provide your first headset — no BYOD. You'll need a dedicated quiet workspace at home where you can take calls without background noise, plus a hardwired internet connection (cable, fiber, or Starlink) at 100+ Mbps down. We enforce a clean-desk policy during shifts for client compliance.
Ready to apply?
Submit your resume and we'll be in touch.