PA Remote Customer Service Rep - Remote Eligible

Remote Customer Service Representative

Must reside in Pennsylvania. Position: Remote Customer Service Representative. Start Date: Monday September 29, 2025. Duration: Long term but can be extended or shortened based on business needs and performance. Location: Remote work from home. Hours: Monday - Friday, shifts between 8:00 am to 6:30 pm EST. Shift schedule: Daily hours and shifts may vary, with a rotational requirement for after-hours coverage and opportunities. We are unable to accommodate schedule change requests. Shifts are assigned based on client needs.

Overview Project Momentum: The Customer Services Representative will leverage call center experience serving as Tier 1 Agent to deliver excellent customer service through incoming and outgoing phone, email, and chat inquiries from customers, process applications, and resolve customer disputes with a positive outcome. The right candidate will enjoy assisting customers with first call resolution, de-escalate caller situations, adapt quickly to change, and working in a team environment.

Key Responsibilities:

• Answer incoming phone calls, chats, and or emails
• Conduct outreach phone calls and or emails
• Provide outstanding customer service
• Recognize and follow call flows with scripts
• Research and review customer inquiries
• Research information using multiple systems
• Relay research findings and outcomes to customers
• Manage customer contact while balancing the entry and review of all customer documentation
• Successfully achieve individual production metrics and contribute to the success of the broader team’s goals
• Maintain compliance and adhere to quality standards aligned to reduce operational risk
• Protect the privacy of clients while using multiple data sources and systems
• Identify and escalate appropriate issues
• Clearly document call information and encounters in call logs
• Recognize and alert management of risk and trends
• Quickly transition from one task to another
• Maintain a professional demeanor
• Other duties as assigned

Qualifications and Requirements Basic Qualifications:

• 2 years of Customer Service experience
• 1 year of Call Center Agent experience

Preferred Qualifications:

• 6 months of Accenture Health & Public Services experience (Conversion). Example would be State Medical Assistance, TANIF, SNAP, LiHeap, Child Support Enforcement, or Early Childhood Education and Care Services
• Former Transaction Processing Experience

Work From Home Requirements:

• Must connect to modem/router with provided Ethernet cord.
• Internet access sufficient to handle calls received via the internet.
• Quiet and private remote work location.
• Must reside and work at the address provided (no coffee shops, friend's houses, etc.)

Requirements of the Role:

• Must pass a background check
• Education: High School Diploma/GED
• Internet access sufficient to handle calls received via the Internet
• Quiet and private remote work location
• Proficiency with computers: Experience using the internet, email via Outlook, etc.
• Data entry experience
• Listening, verbal, and written communication experience
• Microsoft Office (Excel, Word, Outlook, and Teams) experience

Pay Details: $18.00 to $20.00 per hour. Benefit offerings available for our associates include medical, dental, vision, life insurance, short-term disability, additional voluntary benefits, EAP program, commuter benefits, and a 401K plan. Our benefit offerings provide employees the flexibility to choose the type of coverage that meets their individual needs. In addition, our associates may be eligible for paid leave including Paid Sick Leave or any other paid leave required by Federal, State, or local law, as well as Holiday pay where applicable.

Equal Opportunity Employer/Veterans/Disabled. To read our Candidate Privacy Information Statement, which explains how we will use your information, please navigate to . The Company will consider qualified applicants with arrest and conviction records in accordance with federal, state, and local laws and/or security clearance requirements, including, as applicable: The California Fair Chance Act, Los Angeles City Fair Chance Ordinance, Los Angeles County Fair Chance Ordinance for Employers, San Francisco Fair Chance Ordinance.

Massachusetts Candidates Only: 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 liability.