Role Description The Junior Client Relations Specialist (Jr. CRS I) is a workflow-driven client support position responsible for guiding Veterans after the agreement has been sent through onboarding, documentation, Medical Expert transition, and ongoing workflow support. Unlike the Client Relations Specialist (CRS), this position is not responsible for initial screening or determining service eligibility. Instead, the Jr. CRS serves as the Veteran's primary support contact throughout the remainder of their journey, ensuring communication remains timely, documentation is accurate, and cases continue progressing without unnecessary delays. This is a remote position requiring strong written communication, organization, follow-through, and the ability to work independently within structured workflows. What You'll Do - Veteran Support & Communication - Serve as the primary support contact after the agreement has been sent - Respond professionally to chat, text messages, email, and assigned communications - Guide Veterans through onboarding and next steps - Answer process-related questions within company scope - Provide timely status updates using approved communication standards - Escalate questions outside of scope appropriately - Workflow Management - Monitor pending agreements and completed signups - Follow up on outstanding questionnaires, medical records, and required documentation - Help prevent workflow delays through consistent follow-up - Monitor aging files and complete assigned follow-up tasks - Schedule future follow-ups as needed - Maintain workflow progression from onboarding through Medical Expert transition - Medical Expert Support - Support communication during Medical Expert assignment - Assist Veterans with upload questions - Request additional documentation when directed - Reconnect Veterans with assigned Medical Experts when appropriate - Escalate communication barriers promptly - Documentation & CRM - Maintain detailed CRM documentation after every meaningful interaction - Update case statuses accurately - Schedule follow-up reminders - Maintain organized records and workflow notes - Ensure team members can easily understand case progression - Team Collaboration - Participate in department meetings - Communicate proactively with CRS team members - Escalate concerns promptly - Support team workflow goals - Contribute to a positive client experience Qualifications - High School Diploma or GED required - Minimum 1 year of customer service, administrative support, client support, healthcare administration, or related experience - Excellent written communication and grammar - Strong organizational skills - Attention to detail - Ability to multitask - Dependable attendance - Comfortable learning new technology - Ability to work independently - Professional communication skills - Reliable internet connection and dedicated home workspace Preferred Qualifications - Experience supporting Veterans or military families - Experience with CRM software (Zoho preferred) - Healthcare administration experience - Experience coordinating documentation or workflows - Experience with chat, email, and text-based customer support - Experience in remote work environments Benefits - 401(k) - Eligible after 90 days and confirmation of permanent employment; Employer match up to 4% - Paid Time Off - 15 days (120 hours) annually; Accrued each pay period; Begins accruing on Day One; PTO may be used after accrued; Combined vacation, sick, and personal leave bank; No annual carryover - Paid Federal Holidays - Available to eligible full-time employees working a regular five-day schedule Career Growth - Jr. CRS I - Learns Veteran communication, workflow progression, CRM documentation, and onboarding support. - Jr. CRS II - Independently manages workflow support, Veteran coordination, and increased case ownership. - Jr. CRS III - Provides advanced workflow support, mentors newer team members, demonstrates leadership readiness, and prepares for advancement into CRS responsibilities.