What are the responsibilities and job description for the Part-Time Temporary Customer Support Specialist position at Trilogy Federal?
Trilogy Federal provides financial management, information technology (IT) consulting, program management services, and strategic consulting to federal agencies. Trilogy has an extensive history helping federal clients achieve their most ambitious business modernization and optimization goals with the ability to deliver targeted subject matter expertise and full life cycle support.
Trilogy Federal is looking for a part-time Customer Support Specialistto support an important five-month project to aide our nation's military Veterans in providing key feedback on the programs and health benefits they receive from the Department of Veterans Affairs (VA). Team Trilogy provides project management and delivery support for a survey sent to Veterans by the Veterans Health Administration (VHA) in an effort to better serve the Veterans with programs and benefits that are effective and easy to use. We are looking for skilled candidates to work 100% remotely with backgrounds in call center support, customer service, administrative assistance, and more. The main functions of the Customer Support Specialist will be to respond to Veteran questions about the survey (via phone calls and email) and ensure high survey response rates. Training will be provided.
If you would like to be part of the team to assist Veterans provide valuable feedback to the VA in the effort to improve the quality and delivery of care, please apply now.
The current available shift is Monday-Fridayfrom 1pm-6pm ET (can be flexible; earlier start considered).
The position is remote but may require onsite training so only candidates in the D.C. Metro Area will be considered. We anticipate the project to kickoff on or about March 5th, 2025 and to close on or about July 18th, 2025. Our team will be expected to cover holidays (Memorial Day, Juneteenth, and July 4th).
Primary Responsibilities: - Answer/respond to phone calls and emails from Veterans with questions regarding an annual VA survey.
- Deliver best-in-class customer service support on behalf of Trilogy Federal.
- Troubleshoot issues and provide answers related to the annual survey for speedy resolution.
- Use provided training materials to correctly answer questions.
- Determine whether a call should be escalated, as appropriate, if unable to resolve directly.
- Ensure total compliance with all company policies and government regulations.
- Maintain required documentation.
- Perform other related duties as required by management.
- High School Diploma or Equivalent.
- At least 4 years of professional office-based work.
- The ability to obtain a Public Trust clearance, including background check and fingerprints.
- The ability to work a 5-hour shift for approximately 5 months. The current shift available is: Monday-Fridayfrom 1pm-6pm ET (can be flexible; earlier start considered)
- Excellent verbal and written communication skills: the ability to speak effectively and warmly to Veterans from a variety of backgrounds.
- Understanding or experience working with VA strongly desired
This range is not a guarantee of compensation or salary, as Trilogy Federal conducts an individual equity review for every candidate based on experience, location, education, industry experience, and comparisons to internal pay bands. In addition to salary, Trilogy offers robust benefits including medical/dental/vision insurance coverage, 401(k) match, paid holidays, paid time off, tuition reimbursement, and a very supportive work/life balance.
Regarding remote positions, Trilogy Federal is able to offer virtual employment in the following states: Colorado, Connecticut, D.C., Florida, Georgia, Illinois, Maryland, New York, South Carolina, Texas, and Virginia.
Trilogy Federal is an Equal Employment Opportunity employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.
