National Workforce Information Representative
Core
Provide Tier 1 customer support via phone, email, chat, and text to help individuals access accurate information, navigate services, and resolve inquiries for public-facing programs.
Role type
National Workforce Information Representative (Customer Service)
Builds
Information services, referrals, order intake, and service requests for public programs
Domain
Public sector / Government services
Deliverable
dashboards & analysis
Required skills
Customer service, active listening, problem-solving, data entry, internet research, call control, empathy, de-escalation, keyboarding, system navigation
Preferred skills
Spanish bilingual proficiency
Responsibilities
Respond to customer inquiries across multiple channels; Provide clear and accurate information using approved knowledge bases; Gather, document, and maintain accurate customer and case information; Assess customer needs and escalate issues requiring additional support; Handle sensitive, confidential, crisis, and emergency interactions professionally; Meet established standards for call handling, response times, and customer satisfaction; Complete required cross-training across programs and channels; Maintain reliable adherence to assigned shifts in a 24/7/365 environment.