Remote Customer Service Specialist

Remote Customer Service Representative Disabled Veteran Solutions (DVS) Status:Full-Time (36-40 hours/week) Pay:Competitive, based on qualifications About Disabled Veteran Solutions Disabled Veteran Solutions (DVS) is a distinguished Service-Disabled Veteran-Owned Small Business (SDVOSB) dedicated to providing exceptional Business Process Outsourcing (BPO) services.We pride ourselves on excellence, accountability, and top-notch service for both our clients and employees.We emphasize professionalism, commitment to attendance, and a strong customer-first mentality.Position Overview The Customer Service Representative (CSR) plays a crucial role in delivering high-quality support through various channels including phone, email, chat, text, and case management for a busy tolling services program.This position calls for excellent communication skills, meticulous attention to detail, and the ability to navigate multiple systems efficiently in a dynamic, performance-driven call center atmosphere.We are looking for reliable, tech-savvy, and customer-oriented individuals who can meet strict attendance and scheduling criteria.Key Responsibilities Manage high-volume inbound customer inquiries in a professional and efficient manner.Review and update toll account information accurately.Process inquiries related to tolls, violations, disputes, and congestion pricing.Assist customers with their account status, applications, and provide guided walkthroughs.Identify various account types (residency-based, DMV-related, etc.) to ensure proper resolutions.Create and document service requests with precision.Handle suspended accounts to bring them to current status while educating customers on best practices.Collaborate with internal teams to resolve customer issues effectively.Ensure consistent delivery of high-quality customer service across all interactions.Training & Attendance (Mandatory) Training Start Date:April 8, 2026 Training Schedule:Monday-Friday, 8:30 AM - 5:00 PM EST Training Duration:Approximately 3 weeks 100% attendance is required during training and nesting (the supervised transition to live calls).Important Attendance Requirements No time off, late arrivals, or early departures are allowed during training or the nesting period.Webcam use is mandatory during training, coaching, and certain meetings.Failure to comply with training attendance requirements may lead to termination.Two essential assessments must be completed successfully during and at the end of training.Work Schedule & Availability Open availability is essential:Monday-Friday:7:00 AM - 7:30 PM EST Saturday-Sunday:8:00 AM - 2:30 PM EST Scheduled 8-hour shifts, 5 days per week on rotation.Every other Saturday is required (counts as one of the scheduled days).Schedules are adapted based on business needs and may vary weekly.Evening shifts may be extended according to call volume.Overtime is compensated for hours exceeding 40 in a workweek.Compensation & Benefits Offering a competitive hourly wage.Paid training provided.Benefits become available following a 90-day probationary period.Equipment & Technical Requirements DVS will supply the necessary equipment including a company-issued computer, monitor, keyboard, mouse, webcam, and headset.Candidates should possess:Reliable, high-speed hard-wired (Ethernet) internet (Wi-Fi and satellite internet are not permitted) A quiet, dedicated workspace suitable for remote work.The ability to demonstrate computer proficiency through assessments and a live Microsoft Teams session.Minimum Qualifications High school diploma required (an Associate degree or higher is preferred).A minimum of 6 months of customer service experience (call center preferred).Excellent verbal and written communication skills in English.Adeptness in navigating multiple systems and troubleshooting basic technical issues.Ability to pass a background check and drug screening (at no expense to the candidate).Dependability, professionalism, and strict adherence to scheduling requirements are essential.Additional Information This position is full-time only; no part-time roles are available.Schedules, breaks, and lunches are allocated and must be adhered to for team success.Ready to Apply? If you are a dependable, customer-focused individual ready for success in a structured remote call center environment, we welcome your application.Interview Process:Begin Week of February 13, 2026 Application Deadline:March 6, 2026 Training Start Date:April 8, 2026 A pre-employment drug screening and criminal background check will be required before employment..