Customer Service Representative - United States - Disabled Veteran Solutions

    Disabled Veteran Solutions
    Disabled Veteran Solutions United States

    4 days ago

    Description

    State College, PA, USA | Hourly | 18.92 per hour Grow with us—enjoy enhanced rewards for long-term commitment and outstanding performance | Full Time

    | Medical, Dental, Vision, Competitive Salary, Paid Time Off

    Customer Service - Remote Representative

    Remote | Pennsylvania Residents OnlyFull-Time hours/week)Pay: Competitive, based on experience

    Who We Are

    Disabled Veteran Solutions (DVS) is a nationally recognized, Service-Disabled Veteran Owned Small Business providing Business Process Outsourcing support for complex, highly regulated programs. Our work requires precision, consistency, and accountability. We hire for stability and growth, not temporary or flexible side work.

    Role Overview

    This role supports a high-volume technical tolling services program. Customer Service Representatives assist customers through phone, email, chat, and case management systems while navigating multiple applications simultaneously.

    This position is best suited for individuals who thrive in structured environments, meet performance expectations consistently, and are comfortable with accountability in a call center setting. Advancement opportunities are available for employees who demonstrate strong attendance, quality scores, and reliability.

    Core Responsibilities

    • Handle inbound customer inquiries related to toll accounts, payments, violations, disputes, congestion pricing, and application status
    • Research and resolve suspended accounts and identify correct account types
    • Accurately document all interactions and service requests
    • Collaborate with internal teams to ensure complete issue resolution
    • Maintain high standards for professionalism, quality, and adherence

    Mandatory Training & Attendance

    • Training Start Date: April 8, 2026
    • Duration: Approximately 3 weeks
    • Schedule: Monday-Friday, 8:30 AM-5:00 PM EST
    • Attendance: 100% required during training and nesting
    • No time off, late arrivals, or early departures permitted
    • Two assessments must be passed during and at the end of training to continue employment
    • Webcam use is required during training and may be required afterward for coaching or meetings

    Applicants unable to meet these requirements should not apply.

    Work Schedule & Availability (following training)

    Open availability is required within the following windows:

    • Monday-Friday: 7:00 AM-7:30 PM EST
    • Saturday-Sunday: 8:00 AM-2:30 PM EST

    Additional scheduling details:

    • 8-hour shifts, 5 days per week
    • Rotating schedules based on business needs
    • Every other Saturday is required and counts as a scheduled workday
    • Overtime paid for hours worked over 40 in a workweek
    • Extended hours may be required during peak call periods

    Compensation & Benefits

    • Paid training
    • Benefits eligibility begins after successful completion of a 90-day probationary period

    Equipment & Remote Work Requirements

    DVS provides all required equipment, including:

    • Computer, monitor, headset, webcam, and peripherals

    Candidates must provide:

    • Reliable, high-speed hard-wired internet (Wi-Fi and satellite are not permitted)
    • A private, dedicated workspace free from interruptions

    Technical capability will be assessed through both a written evaluation and a live Microsoft Teams session.

    Minimum Qualifications

    • High school diploma required (Associate degree or higher preferred)
    • Minimum of 6 months customer service experience
    • Call center experience strongly preferred
    • Fluent in English (spoken and written)
    • Comfortable navigating multiple systems simultaneously
    • Able to troubleshoot basic technical issues
    • Able to meet strict attendance, schedule, and performance expectations
    • Background check and drug screening required (no cost to the candidate)

    Application Timeline

    • Interviewing now
    • Hiring Closes: March 6, 2026
    • Training Begins: April 8, 2026

    Ready to Apply?

    This is a full-time, long-term opportunity for candidates who value consistency, accountability, and performance-based growth. If you meet the requirements and are prepared to complete all steps of the hiring process, we encourage you to apply.

    A pre-employment drug screening and criminal background check are required prior to employment.

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