National Workforce Information Representative

. Respond to customer inquiries through phone, email, text, chat, IVR/self-service tools, and other assigned platforms .

Posted 9/25/2026full-timeRemote • United StatesJuniorMid-Level💰 $14 per hourWebsite

Key responsibilities & impact

Respond to customer inquiries through phone, email, text, chat, IVR/self-service tools, and other assigned platforms
Provide clear, accurate information using approved knowledge-base articles, standard operating procedures, and work instructions
Deliver Tier 1 customer support, including information services, referrals, order intake and fulfillment, comments and complaints handling, service requests, emergency inquiry support, and escalation routing
Accurately document customer information, cases, and interactions in designated systems
Route inquiries to appropriate support channels when needed
Assess customer needs, resolve inquiries within established authority, and escalate unresolved issues according to program procedures
Handle crisis, emergency, sensitive, confidential, or challenging customer interactions professionally and with discretion
Meet standards for call handling, service quality, response times, accuracy, documentation, and customer satisfaction
Complete required cross-training across programs, services, and communication channels
Participate in required training, coaching, quality assurance monitoring, and performance improvement activities
Work assigned shifts in a 24x7x365 customer support environment serving multiple programs and service lines
Maintain shift and schedule adherence

What you’ll need

High school diploma or General Education Development (GED) certificate required
Must be a U.S. Citizen or Permanent Resident
Minimum of two (2) years of customer service experience, preferably in a contact center or telephone support environment
Demonstrated proficiency in the English language, including verbal and written communication
Strong customer service and interpersonal skills
Ability to successfully pass a public trust background investigation
Proficient keyboarding and data entry skills
Basic computer proficiency, including the ability to navigate multiple systems and applications simultaneously
Ability to provide non-cellular high-speed internet service such as fiber, DSL, or cable modem for a home office
Must meet minimum internet speed requirements for the specific program
Hotspots, satellite, and wireless internet service are not allowed
Candidates should be flexible to work within 24x7x365 hours of operation
Spanish bilingual capability highly preferred

Comp & perks

Health & Welfare (H&W) benefit of $5.42 per hour for all hours worked, up to 40 hours per week
Remote work from home
Necessary work equipment provided by Senture