Role Description Senture delivers high-quality inbound and outbound customer care support for a wide range of federal, state, and commercial clients. Our Customer Service Agents are at the core of everything we do. They play a vital role in our success, and we’re looking for motivated, energetic individuals to join our growing team. In this role, agents handle both inbound and outbound calls, assisting customers while adhering to established protocols and guidelines. You’ll use multiple web-based systems to resolve inquiries and deliver a high level of customer service with every interaction. - Schedule: Monday–Friday, with potential weekend shifts - Operating hours: 9:00 AM – 11:00 PM EST - Candidates should be flexible and expect later shifts - This position requires government clearance - Start date is contingent upon clearance approval - Candidates must be willing to go to London, KY or McAllen, TX locations to complete fingerprinting This is a remote position, and Senture provides all necessary equipment. Important: You must complete assessments! Recruiters will not review your application submission until all assessments are complete. At the end of the application, you’ll see a screen titled “Digital Interview.” Please wait a moment for the purple link to load—this will take you to the required assessments. These must be completed from a computer or laptop. Assessments must be completed before moving forward in the process. Qualifications - High School Diploma or GED - Must have US Citizenship - Must be able to obtain and maintain required government clearance - Prior call center or customer service experience highly desired - Effective verbal and written communication skills - Ability to multi-task - Knowledge on how to operate a computer, use internet search engines, and navigate multiple windows/tabs - Ability to sit for extended periods of time - Ability to successfully pass a background investigation and drug screen - Must successfully pass preemployment criteria testing and internet speed test - Must have the ability to provide a non-cellular high speed internet service such as Fiber, DSL, or cable modems for a home office - Must be able to meet the minimum internet speed requirements for specific program - Hotspots, satellite and wireless internet service is NOT allowed for this role Responsibilities - Answer customer inquiries with professional courtesy, giving exceptional customer service to each customer, based on client specific instruction - Document each customer's inquiry information into a database - Verify customers' information, making corrections and updates as needed - Actively listen to recognize opportunities to offer additional information to callers ensuring the caller and client has received the best customer service experience possible - Follow-up with callers as necessary - Use statistical contact center data to make improvements to performance - Outbound calling for surveying to obtain client specific information - Shift and Schedule adherence