National Workforce Information Representative

This remote role supports a nationwide, high-volume customer service operation serving public-facing programs.
You’ll help individuals access accurate information, navigate services, resolve questions, and connect with appropriate resources.
The position provides support through phone, email, chat, text, and self-service channels in a 24/7/365 environment.
You’ll handle everything from routine information requests to sensitive, challenging, or emergency-related interactions.
Success requires empathy, sound judgment, accuracy, and the ability to work efficiently across multiple systems.
The role also offers opportunities to develop expertise across different programs through training and cross-training.
Spanish bilingual skills are highly preferred, particularly for supporting a diverse customer population.

• High school diploma or GED required.

• U.S. citizenship or permanent resident status required.

• At least 2 years of customer service experience, preferably in a contact center or telephone support environment.

• Strong English verbal and written communication skills, with the ability to explain information clearly and accurately.

• Spanish bilingual proficiency is highly preferred.

• Strong interpersonal and customer service skills, including the ability to build rapport and demonstrate empathy.

• Excellent active listening, problem-solving, critical-thinking, and decision-making abilities.

• Ability to manage call flow and balance customer needs with productivity and service expectations.

• Experience handling sensitive, confidential, difficult, or emotionally challenging customer interactions with professionalism and discretion.

• Strong keyboarding and data entry skills, with the ability to accurately document customer information and interactions.

• Basic computer proficiency and the ability to navigate multiple systems and applications simultaneously.

• Ability to conduct internet research and retrieve relevant information efficiently.

• Ability to follow established procedures, accept coaching, and work collaboratively in a team environment.

• Adaptability and willingness to support multiple programs, communication channels, and changing business requirements.

• Ability to successfully complete required background investigations, fingerprinting where applicable, and drug screening.

• Ability to obtain and maintain the required public trust clearance.

• Ability to work remotely using non-cellular high-speed internet such as fiber, DSL, or cable. Hotspots, satellite, and wireless internet services are not permitted.

• Flexibility to work assigned shifts within a 24/7/365 operation.