Title: Customer Service Representative - Technical Amarillo, TX, USA | Hourly | 18.92 per week | Full Time Medical, Dental, Vision, Competitive Salary, Paid Time Off Job Description: Disabled Veteran Solutions (DVS)Pay: $18.92/hour Status: Full-Time Regular (36-40 hours/week) Location: Remote, must reside in PA, TX, or VA. About Disabled Veteran Solutions Disabled Veteran Solutions (DVS) is a nationally recognized Service-Disabled Veteran Owned Small Business (SDVOSB) providing high-quality Business Process Outsourcing (BPO) services. We are committed to excellence, accountability, and service-both to our clients and to the employees who power our success. At DVS, we value professionalism, reliability, and a customer-first mindset. Position Overview The Customer Service Representative (CSR) role is responsible for delivering exceptional customer care and creating sustainable value for customers through phone, email, text, web chat, and case management interactions. This role supports a high-volume tolling services program and requires strong communication skills, attention to detail, and the ability to navigate multiple systems while delivering accurate, empathetic support. Successful candidates are dependable, tech-savvy, customer-focused, and able to thrive in a structured, performance-driven call center environment. Key Responsibilities Customer interactions may include, but are not limited to: - Reviewing and updating toll account information - Processing tolls, violations, and related inquiries - Resolving toll charge disputes - Assisting with congestion pricing questions - Guiding customers through application status checks and walkthroughs Additional responsibilities include: - Managing a high volume of inbound inquiries in a timely and professional manner - Working suspended customer accounts to bring them current while educating customers on best practices to maintain account standing - Identifying different account types (e.g., residency-based, DMV-related) and ensuring proper routing or resolution - Creating, documenting, and reviewing service requests accurately - Collaborating with internal departments to ensure customer issues are fully resolved - Delivering consistently high-quality customer service across all interactions Training & Attendance Requirements (Mandatory) Training and nesting (a supervised transition period into live customer interactions) are 100% mandatory. Attendance is critical to success in this role. - No time off, late arrivals, or early departures are permitted during training or nesting - Failure to meet attendance requirements during training may result in termination - Two assessments must be passed during and at the conclusion of training to meet employment requirements Training Schedule: - Training Start: 9/11/2026 - Training Hours: 8:30 AM - 5:00 PM EST, Monday-Friday - Training Duration: Approximately 3 weeks Webcam usage is required during training and production. Associates may be asked to be on camera for coaching sessions or team meetings. Work Schedule & Availability - Open availability required Monday-Sunday - Scheduled 5 days per week - Every other Saturday required (counted as one of the 5 scheduled days) Production Hours: - Monday-Friday: Between 7:00 AM - 7:30 PM EST - Saturday & Sunday: Between 8:00 AM - 2:30 PM EST You WILL be scheduled every other Saturday Schedules are based on business needs and may change weekly. Shifts may vary day-to-day. If assigned the last shift of the evening, extended hours may be required based on call volume. Overtime is paid for hours worked over 40 in a workweek. Compensation & Benefits - $18.92/hour - Paid Weekly - Paid training at the applicable hourly rate - Benefits after 90 Day Probationary period is completed Equipment & Technical Requirements - A Company-issued computer and headset will be provided for performing job functions. Candidates must have: - Reliable, high-speed internet (hard-wired via Ethernet through DSL or Fiber only; Wi-Fi, in home hotspots, and satellite internet are not permitted) - A private, dedicated workspace suitable for remote work Candidates will be required to demonstrate computer proficiency through an assessment and a live Microsoft Teams session. Minimum Qualifications - High school diploma or GED required - Minimum of 6 months customer service experience (call center experience preferred) - Strong verbal and written communication skills, MUST be able to read, write, speak and understand English language fluently - Basic to advanced computer proficiency and ability to navigate multiple systems required - Ability to troubleshoot common technical issues - Ability to pass background check and drug screening (no cost to candidate) - Professional, dependable, and able to adhere to strict attendance and scheduling requirements Additional Employment Information - This is a full-time position; part-time roles are not available - Schedules are assigned based on program needs - Lunch and break schedules are assigned and must be adhered to Ready to Apply? If you meet the qualifications listed above, you're dependable, customer-focused, and ready to succeed in a structured, remote call center environment, we encourage you to apply today. Join Disabled Veteran Solutions and be part of a mission-driven organization committed to excellence, service, and professional growth. A pre-employment drug screening and criminal background check are required prior to employment.

• Listen and respond to customer queries via phone and email • Provide accurate, valid, and complete information based on customer requests • Identify and assess customer needs to ensure high levels of satisfaction • Deliver professional customer support while maintaining excellent service quality • Handle customer interactions in Czech and English • Work collaboratively with an international and supportive team

• Managing all aspects of sales and retentions for targeted accounts • Participation in RFP/bid process, client presentations, workshops, pricing, staffing configurations • Transitioning bid intelligence on successful wins/retentions to core servicing team • Understanding BCD sales cycle, tools, products, processes related to operations • Identifying best solutions for customers • Delivering bid/retention intelligence to operations during implementations • Liaising with operational teams regarding capacity and planning • Establishing relationships with PM stakeholders and owning partnership with operations • Collaborating with GPO on target retentions requiring operational guidance

Description and Requirements The Team You Will Join On MetLife's Global Customer Service and Operations (GCSO) team, customer care is built on trust, empathy, and a commitment to continuous improvement. Whether guiding customers through life's important moments, solving challenges, or simplifying processes with innovative technology, you'll help deliver a differentiated experience grounded in operational excellence. Backed by a collaborative team, you'll play a vital role in strengthening the way we care and advocate for millions worldwide. Here, making a real difference isn't just a goal - it's what we do, one conversation at a time. The Opportunity The Customer Care Advocate supports customers across phone and digital channels, helping navigate and resolve complex insurance and benefits questions with empathy and clarity while following clear guidelines and protecting customer information. You'll be the voice of MetLife in important moments, providing end-to-end support that helps customers feel confident and advocated for in their coverage and decisions. Guided by our purpose, Always with you, building a more confident future, and our New Frontier strategy, you'll work in a team-based environment backed by paid training and AI-powered tools that help guide your conversations and simplify your day-to-day work. No prior insurance experience is required. If you have at least one year of experience in a customer-facing role such as retail, healthcare, hospitality, or financial services, this is a meaningful entry point into a long-term career at one of the world's leading insurance and financial services companies. Key Responsibilities - Serve as the primary point of contact for customers across phone and digital channels, resolving complex policy, coverage, billing, and service inquiries end-to-end with professionalism and care - Apply established guidelines and approved exception processes to resolve non-routine issues, including complex and sensitive customer situations - Utilize AI-powered tools that provide guided workflows, suggest next steps, and support summarization of customer interactions to provide accuracy and efficiency in resolving customer needs - Review and validate AI-generated call summaries and case notes before final submission, exercising judgment to ensure accuracy and alignment with policy, procedure, and customer intent - Maintain accurate, complete, and timely documentation of customer interactions in accordance with recordkeeping, privacy, and regulatory requirements - Identify issues requiring escalation and coordinate with internal partners, supervisors, or specialist teams to achieve resolution - Provide input on recurring issues, knowledge gaps, or process improvement opportunities through established feedback mechanisms - Participate in required training and ongoing skill development related to products, processes, systems, and AI-enabled tools Required Qualifications - 1+ years of customer service experience in a customer-facing role (e.g., call center, retail, healthcare, financial services, hospitality, or similar) - Experience resolving complex customer issues across multiple systems (e.g., Customer Relationship Management platforms platforms, knowledge bases, or customer communication systems) - Ability to apply judgment in non-routine situations while working within defined guidelines and compliance requirements - Strong verbal and written communication skills with the ability to interpret and explain information clearly to customers - Ability to work scheduled shifts within operating hours of 7:00 AM - 10:00 PM CT, Monday through Friday, with advance notice of schedules provided and some flexibility required for overtime and shift changes based on business needs - Must reside within commutable distance of Warwick, RI; Cary, NC; or Oriskany, NY; Virtual training required starting 9/28/2026; In Person Nesting 11/11/2026 - 11/24/2026; role is virtual following training completion - High school diploma or equivalent Preferred Qualifications - 2+ years of experience in insurance, financial services, healthcare, or another regulated industry - Experience using AI-assisted service tools such as CoPilot, automated summarization, or guided decision workflows - Experience handling escalations, complaints, or sensitive customer situations - Familiarity with authentication, data protection, and compliance standards in a regulated environment The expected salary range for this position is $41,600/year . This role may also be eligible for annual short-term incentive compensation and stock-based long-term incentives. All incentives and benefits are subject to the applicable plan terms. Benefits We Offer Our U.S. benefits address holistic well-being with programs for physical and mental health, financial wellness, and support for families. We offer a comprehensive health plan that includes medical/prescription drug and vision, dental insurance, and no-cost short- and long-term disability. We also provide company-paid life insurance and legal services, a retirement pension funded entirely by MetLife and 401(k) with employer matching, group discounts on voluntary insurance products including auto and home, pet, critical illness, hospital indemnity, and accident insurance, as well as Employee Assistance Program (EAP) and digital mental health programs, parental leave, paid time off, paid holidays, volunteer time off, tuition assistance and much more! About MetLife Recognized on Fortune magazine's list of the "World's Most Admired Companies", Fortune World's 25 Best Workplaces™, as well as the Fortune 100 Best Companies to Work For®, MetLife, through its subsidiaries and affiliates, is one of the world's leading financial services companies; providing insurance, annuities, employee benefits and asset management to individual and institutional customers. With operations in more than 40 markets, we hold leading positions in the United States, Latin America, Asia, Europe, and the Middle East. Our purpose is simple - to help our colleagues, customers, communities, and the world at large create a more confident future. United by purpose and guided by our core values - Win Together, Do the Right Thing, Deliver Impact Over Activity, and Think Ahead - we're inspired to transform the next century in financial services. At MetLife, it's #AllTogetherPossible . Join us! MetLife is an Equal Opportunity Employer. All employment decisions are made without regards to race, color, national origin, religion, creed, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, age, disability, marital or domestic/civil partnership status, genetic information, citizenship status (although applicants and employees must be legally authorized to work in the United States), uniformed service member or veteran status, or any other characteristic protected by applicable federal, state, or local law ("protected characteristics"). If you need an accommodation due to a disability, please email us at accommodations@metlife.com. This information will be held in confidence and used only to determine an appropriate accommodation for the application process. MetLife maintains a drug-free workplace. It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liabilities.