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. Originally posted on Himalayas