Customer Service Representative

We are looking for compassionate customer service professionals who want to help others. English and bilingual English/Spanish positions are available.

At ICF our work is driven by a commitment to solving meaningful challenges and supporting the people and communities we serve. We are seeking self-motivated professional and empathetic individuals to join our team of Customer Advocates in a remote role.

This position is well suited for individuals interested in customer service entry-level social work human services advocacy or related fields particularly those seeking hands-on experience supporting vulnerable populations. Customer Advocates provide support to older Americans who may be victims of financial fraud and help connect callers with information guidance and next steps based on approved program resources.

The ideal candidate is respectful courteous eager to learn comfortable working in a structured environment and committed to providing high-quality support to callers. Technical and program-specific training will be provided.

Candidates must be available to work assigned shifts during the programs operating hours of 10:00 a.m. to 6:00 p.m. ET.

Key Responsibilities Include:

• Respond to customer inquiries and requests for information using approved reference guides policies and procedures.
• Provide professional empathetic support to callers and accurately document customer interactions.
• Actively listen to customers identify their needs and take initiative to help determine appropriate next steps.
• Complete follow-up commitments including scheduled call backs in a timely manner.
• Identify and help resolve customer issues professionally collaborating with team members and cross-functional partners as appropriate.
• Perform assigned duties with minimal day-to-day supervision while contributing to a team-oriented problem-solving environment.
• Follow all company and program policies procedures and guidelines.
• Maintain confidentiality of company program and customer information.
• Ability to work assigned shifts during program operating hours of 10:00 a.m. to 6:00 p.m. ET.
• Ability to maintain confidentiality and handle sensitive customer information appropriately.
• No financial or other potential conflicts of interest that would impair the ability to provide fair and unbiased assistance to callers.
• Strong oral and written communication skills.
• Professional interpersonal skills including courtesy empathy respect and a cooperative attitude.
• Ability to work with minimal day-to-day direction in a remote environment.
• Ability to use a computer navigate multiple systems and document information accurately.
• Ability to follow approved policies procedures scripts reference guides and program guidance.

Required Qualifications

• High school diploma or equivalent.
• Ability to successfully pass required criminal background checks.

Preferred Qualifications

• Bilingual English/Spanish communication skills.
• Previous customer service experience preferably in a call center contact center social services human services advocacy or similar environment.
• College coursework or a degree in Social Work Psychology Human Services Sociology Counseling Criminal Justice Gerontology or a related field.
• Experience supporting older adults vulnerable populations victims of fraud or individuals in crisis or stressful situations.
• Demonstrated interest in social work human services advocacy public service or related career paths.
• Experience working remotely in a structured production-based environment. Strong problem-solving skills and comfort collaborating with team members to resolve customer needs.

Working at ICF

Pay Range - There are multiple factors that are considered in determining final pay for a position including but not limited to relevant work experience skills certifications and competencies that align to the specified role geographic location education and certifications as well as contract provisions regarding labor categories that are specific to the position.

The pay range for this position based on full-time employment is: