What are the responsibilities and job description for the Outreach Analyst/Call Center Rep position at TELESOLV CONSULTING INC?
TeleSolv Consulting has TEN (10) immediate opportunities to work with the Federal Government as an Outreach Analyst/Call Center Rep in support of the Peace Corps. We are seeking dedicated and motivated Customer Service Representatives to provide world-class support to the public. This is a fully remote position but the person MUST sit in one of the following areas: Cooke County TX, Dallas County TX, Denton County TX, or Tarrant County TX and MUST be willing/able to work various shifts between 9 am and 9 pm covering Eastern, Central, Mountain, and Pacific Time Zones in the US. Candidates will work directly with the public, handling inquiries, sharing approved information, and ensuring professional and timely responses. This person must also be able to start work ASAP.
Duties / Responsibilities:
- Provide courteous, prompt, and accurate responses to public inquiries, following established protocols and procedures.
- Share only approved and verified information with the public, ensuring that all communication is clear and compliant with company policies.
- Handle inbound and outbound customer service interactions via phone, email, or chat in a timely and professional manner.
- Document all interactions accurately in the company's system for tracking and auditing purposes.
- Stay up to date with any changes to procedures, FAQs, or relevant information that needs to be shared with customers.
- Work collaboratively with internal teams to escalate and resolve any issues beyond standard scope.
- Maintain confidentiality and follow all required data protection guidelines during customer interactions.
Minimum Requirements:
- U.S. Citizen
- High school diploma or equivalent from an accredited educational institution.
- At least one (1) year of experience in a customer service role, ideally in a high-volume or public-facing environment.
- Strong written and verbal communication skills, with a focus on delivering clear and accurate information.
- Proficiency in basic computer applications and the ability to navigate multiple systems while maintaining focus on the customer.
- Ability to remain calm, professional, and solution-focused during high-stress situations.
- Self-discipline and time management skills, necessary for working independently in a remote setting
Preferred Requirements:
- Returned Peace Corps Volunteers (RPCV) are highly encouraged to apply, but this is not required.
- Experience working in a virtual team or prior remote work experience is a plus.
- Bilingual (English/Spanish) candidates are preferred due to the diverse customer base.
About TeleSolv Consulting:
Join the TeleSolv Consulting Team on our mission to provide quality and unparalleled service to our clients. We are a growing organization that provides a variety of professional and administrative services to public and private organizations with global operations. Rated in the top 1000 businesses in 2019 by Inc.com. Since its founding in 2000, TeleSolv Consulting has been committed to helping organizations solve complex problems. Our solutions integrate sound management principles with the most appropriate technologies to assist senior executives in effectively managing programmatic, schedule, and technical risks. TeleSolv Consulting offers excellent compensation, training, advancement opportunities, and exceptional benefits including PTO, sick leave, up to 11 paid federal holidays, medical, dental, vision, company paid life, short-term and long-term disability insurance, employee assistance program, and matching 401(k) plan.
Background Investigation:
This position requires that you obtain a background investigation from our client. As part of this process, the government will perform a criminal, credit, tax, employment, and drug history background check. The government has varying tolerances, with mitigating circumstances, for issues in all of the categories. The government is essentially looking to confirm that you are generally in good financial standing, up to date on your tax filings, rehire eligible with your prior employers, and have adhered to any federal restrictions on illegal drug use, including marijuana, in addition to other checks related on your character and trust worthiness.
