Contact Center Specialist

Founded in 2014 Crossroads Talent Solutions LLC is a veteran-led SBA 8(a) and Service-Disabled Veteran-Owned Small Business headquartered in Maryland delivering trusted program management administrative and mission support services to federal agencies nationwide. For more than a decade we have supported critical operations for partners including the U.S. Army U.S. Air Force U.S. Navy U.S. Marine Corps National Guard Defense Health Agency (DHA) National Oceanic and Atmospheric Administration (NOAA) Small Business Administration (SBA) U.S. Citizenship and Immigration Services (USCIS) U.S. Attorneys Office (USAO) and the U.S. Department of Agriculture (USDA). Known for our integrity transparency and commitment to excellence Crossroads has built a solid reputation as a reliable federal partner dedicated to delivering measurable performance and taking care of the people who make each mission possible.

**Contingent Upon Award**

Position Overview

Provides frontline customer service support to applicants and stakeholders serving as a key resource throughout the hiring process. This role ensures timely accurate and professional communication while supporting applicant progression through various stages of pre-employment processing.

Scope of Work Oversight

• Customer service operations (phone email and inquiry management)

• Applicant support throughout hiring and pre-employment processes

• Case tracking documentation and issue resolution

• Support for contact center reporting and trend analysis

Key Responsibilities

• Respond to calls emails and applicant inquiries

• Provide guidance on hiring steps and requirements

• Resolve routine issues and escalate complex cases

• Document interactions and track trends

Qualifications

• High school diploma (or equivalent)

• 2 years of administrative or HR support experience

• Proficiency with Microsoft Office and standard HR/administrative systems

• Strong communication organizational and interpersonal skills

• Ability to perform in a high-volume fast-paced environment

Work Environment

• Primarily on-site with presence required to meet mission and operational needs

• Telework may be authorized on a case-by-case basis depending on business requirements

• High-volume fast-paced environment supporting critical federal hiring operations and national security missions

Benefits

At Crossroads we invest in our people by offering a comprehensive benefits package that supports your health financial future and overall well-being.

• Comprehensive Medical Dental & Vision

• 401(k) with Employer Match

• Employer-Paid Life & Disability Insurance

• Generous PTO & Paid Holidays

• Flexible Spending Accounts

• Wellness & Employee Assistance Programs

Crossroads Talent Solutions LLC is a Veteran friendly employer and provides equal employment opportunity (EEO) to all employees and applicants without regard to race color religion sex sexual orientation gender identity national origin age disability status genetic information marital status ancestry protected veteran status or any other characteristic protected by applicable federal state and local laws.

Equal Opportunity Employer/Veteran/Disabled