Role Description Customer Call Specialist I shall provide first-line customer service support to the U.S. Department of Justice (DOJ), Office of Justice Programs (OJP), Bureau of Justice Assistance (BJA), Public Safety Officers' Benefits (PSOB) Program. Serves as the initial point of contact for survivors, injured public safety officers, family members, and agency representatives seeking information regarding federal death, disability, and educational assistance benefits. The position supports a high-volume customer service environment requiring timely, accurate, compassionate, and professional communication while maintaining case information within the Government's case management system. - Serve as the initial point of contact for customers contacting Customer Call Center. - Provide timely, accurate, and courteous information regarding benefits, claims, and application requirements. - Provide compassionate customer service to survivors, injured officers, and public safety agencies. - Capture and maintain application information within the Government's case management system. - Review submitted applications for basic completeness and required documentation. - Document all customer interactions within the PSOB 2.0 Portal. - Route inquiries requiring Government action to appropriate personnel. - Scan, upload, and organize supporting documentation using Government-furnished equipment. - Assist with routine correspondence and mail merge activities. - Protect sensitive and Personally Identifiable Information (PII). - Perform other duties as assigned. Qualifications - High School Diploma or equivalent. - Minimum one (1) years of benefits, claims processing, or customer service experience in a high-volume call center or similar environment. - Experience utilizing Microsoft Office Suite, including Outlook, Word, and Excel. - Experience working with electronic case management or customer relationship management (CRM) systems. - Ability to obtain and maintain a Public Trust (Minimum Background Investigation). - Must be a U.S. citizen. Requirements - Excellent customer service and telephone communication skills. - Strong verbal and written communication skills. - Ability to communicate professionally and compassionately with individuals experiencing difficult circumstances. - Strong attention to detail and organizational skills. - Ability to accurately document customer interactions. - Ability to prioritize multiple tasks in a fast-paced environment. - Ability to work independently in a remote environment. - Ability to maintain confidentiality and safeguard sensitive information. - Proficiency using Microsoft Office applications.

• Lead discovery sessions to assess the client’s Microsoft 365 environment, data sources, security and compliance requirements, user personas, and priority use cases; document current state and requirements • Configure and deploy Claude securely within the client’s Microsoft 365 tenant — identity/SSO (Entra ID), permissions and data-access scopes, and integration with Microsoft 365 applications (Teams, SharePoint, Outlook, and others) • Deploy and tailor the catalog of pre-built skills (prompts, parameters, and data connections); test and validate behavior before go-live • Create and customize new skills beyond the pre-built catalog, and configure other Claude/AI solutions, to meet client-specific requirements • Establish the client’s AI governance framework: acceptable-use and data-handling policies, access controls, guardrails, audit logging, and alignment to applicable compliance frameworks (e.g., SOC 2, HIPAA, GDPR) • Train client administrators and end users; create runbooks and quick-start materials • Produce as-built/configuration documentation; manage scope, timeline, and stakeholders for each engagement • Own intake, triage, and resolution of client support requests; manage service-level agreements (SLAs) and response/resolution targets, and keep clients informed • Apply updates to Claude configuration and skills; track and adapt to Anthropic (Claude/model) and Microsoft 365 platform changes; keep integrations current and healthy • Proactively monitor usage, performance, and errors; run periodic health checks and resolve issues before they affect users • Continuously review AI governance adherence, audit logs, and usage-policy compliance; detect and remediate drift from the established framework • Gather user feedback; recommend new skills, optimizations, and version upgrades; manage the change pipeline • Serve as an ongoing client point of contact; run periodic reviews; produce usage/value and support reporting; surface renewal and expansion opportunities; coordinate escalations with Anthropic and Microsoft support

• You will communicate with commercial clients through email, phone, text, client portals, CRM systems, video updates, and virtual meetings. • You will be responsible for responding to client messages quickly and professionally. • Sending clear updates before clients have to chase us. • Communicating delays, weather issues, scheduling changes, property concerns, and service updates. • Keeping communication honest, calm, warm, and professional. • When a client reports an issue, you own the communication loop until the item is completed. • You will help make sure the company has a clean system for tracking client requests, property issues, service updates, and internal follow-up.

• Communicate with commercial clients through email, phone, text, client portals, CRM systems, video updates, and virtual meetings. • Capture and clarify client issues, assigning and tracking until completion. • Identify patterns and problems, proposing solutions proactively. • Track client requests, property issues, and service updates for organized execution. • Record video updates and attend client meetings for clearer communication. • Facilitate bilingual communication between English-speaking clients and Spanish-speaking team members.