Contact Center Rep (On-Call)

TeleSolv Consulting has an opportunity to support a state government program as an On-Call Contact Center Representative. This position is on an as-needed basis and hours will vary based on program demand.

This is a remote role, and all applicants must be willing/able to work various shifts between 7 am and 7 pm covering Eastern Time Zones in the US. Candidates will work directly with the public, handling inquiries, handling inbound inquiries via phone, email, and chat in a timely and professional manner. This person must possess a reliable laptop or computer and with hardwire connection to consider for this role.

Responsibilities:

• Provide courteous, prompt, and accurate responses to public inquiries in accordance with established protocols and procedures.
• Handle inbound inquiries via phone, email, and chat in a timely and professional manner.
• Share only approved and verified information and ensure all communications comply with program and company policies.
• Accurately document all customer interactions in the designated system for tracking and auditing purposes.
• Stay current on changes to procedures, FAQs, and program-related information.
• Collaborate with internal teams to escalate and resolve inquiries that fall outside standard support scope.
• Maintain confidentiality and follow all required data privacy and security guidelines during customer interactions.

Qualifications:

• Prior high-volume contact center or customer service experience required.
• Experience working in a virtual or remote environment is a plus.
• Strong verbal and written communication skills.
• Ability to follow scripts and established procedures accurately.
• Strong attention to detail and documentation skills.
• Ability to work effectively in a fast-paced, public-facing environment.
• Ability to maintain confidentiality and comply with data protection requirements.