Customer Service Representative Response Operator
RemoteBrownsville, Texas, United States or Wichita, Kansas, United States
Job Summary
Answer live hotline calls during Government business hours, review incoming submissions for completeness, and provide professional written responses using approved templates. Accurately enter, update, and maintain case information in designated systems while categorizing and routing inquiries to appropriate teams. Identify sensitive or escalated matters, notify supervisors per protocol, and track response deadlines and pending actions. Maintain strict confidentiality of personally identifiable information and government records while following quality assurance standards for grammar, tone, and documentation. Support reporting, status updates, and administrative tasks as assigned.
Required Qualifications
- Ability to obtain or maintain the required T4 High Risk Public Trust clearance, as required by the contract.
- U.S. citizenship
- High school diploma or equivalent
- Customer service, call center, help desk, data entry, administrative, or government support experience
- Strong written communication skills and attention to detail
- Ability to handle sensitive or confidential information with discretion
- Proficiency with Microsoft Office, online portals, email, and case management systems
- Ability to follow scripts, standard operating procedures, and escalation guidance
- Strong organizational skills and ability to manage multiple tasks in a deadline-driven environment
- Experience or familiarity with hotline processing related to federal law enforcement, Offices of Inspector General, government programs, compliance, or investigations
- Familiarity with records handling, privacy requirements, and secure data entry
- Ability to remain calm, professional, and objective when handling sensitive topics
- Strong typing, proofreading, documentation, and organizational skills
- Ability to recognize urgent, sensitive, duplicate, incomplete, or misdirected submissions
Desired Qualifications
- Familiarity with fraud, waste, abuse, mismanagement, privacy, or record-handling environments
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