Customer Service Representative - Technical

Customer Service Representative - TechnicalDisabled Veteran Solutions (DVS)Pay: $18.92/hour Status: Full-Time Regular (36–40 hours/week)Location: Remote, must reside in PA, TX, or VA. About Disabled Veteran SolutionsDisabled Veteran Solutions (DVS) is a nationally recognized Service-Disabled Veteran Owned Small Business (SDVOSB) providing high-quality Business Process Outsourcing (BPO) services. We are committed to excellence, accountability, and service-both to our clients and to the employees who power our success. At DVS, we value professionalism, reliability, and a customer-first mindset.Position OverviewThe Customer Service Representative (CSR) role is responsible for delivering exceptional customer care and creating sustainable value for customers through phone, email, text, web chat, and case management interactions. This role supports a high-volume tolling services program and requires strong communication skills, attention to detail, and the ability to navigate multiple systems while delivering accurate, empathetic support.Successful candidates are dependable, tech-savvy, customer-focused, and able to thrive in a structured, performance-driven call center environment.Key ResponsibilitiesCustomer interactions may include, but are not limited to:Reviewing and updating toll account informationProcessing tolls, violations, and related inquiriesResolving toll charge disputesAssisting with congestion pricing questionsGuiding customers through application status checks and walkthroughsAdditional responsibilities include:Managing a high volume of inbound inquiries in a timely and professional mannerWorking suspended customer accounts to bring them current while educating customers on best practices to maintain account standingIdentifying different account types (e.g., residency-based, DMV-related) and ensuring proper routing or resolutionCreating, documenting, and reviewing service requests accuratelyCollaborating with internal departments to ensure customer issues are fully resolvedDelivering consistently high-quality customer service across all interactionsTraining & Attendance Requirements (Mandatory)Training and nesting (a supervised transition period into live customer interactions) are 100% mandatory. Attendance is critical to success in this role.No time off, late arrivals, or early departures are permitted during training or nestingFailure to meet attendance requirements during training may result in terminationTwo assessments must be passed during and at the conclusion of training to meet employment requirementsTraining Schedule:Training Start: 9/11/2026Training Hours: 8:30 AM – 5:00 PM EST, Monday–FridayTraining Duration: Approximately 3 weeksWebcam usage is required during training and production. Associates may be asked to be on camera for coaching sessions or team meetings.Work Schedule & AvailabilityOpen availability required Monday–SundayScheduled 5 days per weekEvery other Saturday required (counted as one of the 5 scheduled days)Production Hours:Monday–Friday: Between 7:00 AM – 7:30 PM ESTSaturday & Sunday: Between 8:00 AM – 2:30 PM EST You WILL be scheduled every other SaturdaySchedules are based on business needs and may change weekly. Shifts may vary day-to-day. If assigned the last shift of the evening, extended hours may be required based on call volume.Overtime is paid for hours worked over 40 in a workweekpensation & Benefits$18.92/hour - Paid WeeklyPaid training at the applicable hourly rateBenefits after 90 Day Probationary period is completedEquipment & Technical RequirementsA Company-issued computer and headset will be provided for performing job functions.Candidates must have:Reliable, high-speed internet (hard-wired via Ethernet through DSL or Fiber only; Wi-Fi, in home hotspots, and satellite internet are not permitted)A private, dedicated workspace suitable for remote workCandidates will be required to demonstrate computer proficiency through an assessment and a live Microsoft Teams session.Minimum QualificationsHigh school diploma or GED requiredMinimum of 6 months customer service experience (call center experience preferred)Strong verbal and written communication skills, MUST be able to read, write, speak and understand English language fluentlyBasic to advanced computer proficiency and ability to navigate multiple systems requiredAbility to troubleshoot common technical issuesAbility to pass background check and drug screening (no cost to candidate)Professional, dependable, and able to adhere to strict attendance and scheduling requirementsAdditional Employment InformationThis is a full-time position; part-time roles are not availableSchedules are assigned based on program needsLunch and break schedules are assigned and must be adhered toReady to Apply?If you meet the qualifications listed above, you're dependable, customer-focused, and ready to succeed in a structured, remote call center environment, we encourage you to apply today. Join Disabled Veteran Solutions and be part of a mission-driven organization committed to excellence, service, and professional growth. A pre-employment drug screening and criminal background check are required prior to employment.