Customer Service Representative Response Operator

Customer Service Representative (Response Operator)

Key Responsibilities

• Answer live hotline calls during Government business hours, 10:00 a.m. to 6:00 p.m. Eastern Time, Monday through Friday, excluding Federal holidays.
• Review incoming submissions for completeness, urgency, and required follow-up information.
• Provide professional written responses using approved templates, scripts, and program guidance.
• Accurately enter, update, and maintain case information in designated systems.
• Categorize and route inquiries, complaints, referrals, and records to the appropriate team or authority.
• Identify sensitive, urgent, or escalated matters and notify supervisors according to protocol.
• Maintain confidentiality of personally identifiable information, case details, and government records.
• Track response deadlines, pending actions, and unresolved submissions.
• Follow quality assurance standards for grammar, tone, accuracy, and documentation.
• Support reporting, status updates, and administrative tasks as assigned.

Qualifications

• Ability to obtain or maintain the required T4 High Risk Public Trust clearance, as required by the contract.
• U.S. citizenship required
• High school diploma or equivalent required.
• 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.
• Familiarity with fraud, waste, abuse, mismanagement, privacy, or record-handling environments preferred.
• Strong typing, proofreading, documentation, and organizational skills.
• Ability to recognize urgent, sensitive, duplicate, incomplete, or misdirected submissions.