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Remote Customer Service Representative - Contact Center

ITCON Services

Role overview

Qualifications

  • Strong customer service and communication skills
  • Ability to multitask and manage multiple communication channels simultaneously
  • High School Diploma or equivalent
  • U.S. Citizenship required

Responsibilities

  • Handle customer inquiries across multiple channels, including inbound/outbound calls, web chat, web forms, and secure messaging
  • Assist customers using approved USCIS knowledge articles, scripts, and job aids
  • Escalate inquiries that fall outside of standard guidance to Tier 2 support teams
  • Provide assistance in both English and Spanish for bilingual roles

Key facts

  • Remote from: Anywhere
  • Full time
  • B2B Customer Service Representative
  • English, Spanish

Hard skills

Other skills

  • Customer Service
  • Communication
  • Multitasking
  • Detail Oriented
  • Technical Acumen

About the company

ITCON Services logo

ITCON Services

IT Services & IT Consulting

ITCON Services is a dynamic consulting company that provides innovative technology and management solutions to its customers. Our core philosophy is to listen to our customers, understand their requirements and develop a world-class solution that exceeds their expectations. We routinely go beyond what is considered exceptional work, redefining the standard for what quality service delivery should be. As a young, small, and aggressive company, we attract some of the best minds in the consulting business who possess an extraordinary ability to quickly adapt to and address our customers' changing needs. We value and respect our employees, who are unconditionally committed to the highest standards of ethical behavior, professional integrity, and the creation of quality products. At ITCON Services, we strive hard to establish and maintain long-term relationships with our customers as well as with our employees

Company details

IndustryIT Services & IT Consulting
Company size51 - 200

Links

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Job description

Remote Customer Service Representative – USCIS Contact Center

Support a Mission That Matters

ITCON Services is seeking dedicated and customer-focused Customer Service Representatives to support a high-impact contact center program for U.S. Citizenship and Immigration Services (USCIS).
In this role, you will be on the front lines—helping individuals navigate important services and processes with clarity, professionalism, and empathy. If you thrive in a fast-paced environment and enjoy helping people, this is an opportunity to make a meaningful difference every day.

Why Join ITCON?
  • Be part of a mission-driven federal program serving millions of customers
  • Work in a supportive, team-oriented environment
  • Gain experience with modern contact center technologies
  • Access training and professional growth opportunities
  • Enjoy the flexibility of a fully remote role
What You'll Do

Customer Support & Communication
  • Handle customer inquiries across multiple channels, including inbound/outbound calls, web chat, web forms, and secure messaging
  • Manage up to two concurrent chat sessions while maintaining accuracy and professionalism
  • Provide clear, accurate, and complete information in plain language
Service Delivery & Case Management
  • Assist customers using approved USCIS knowledge articles, scripts, and job aids
  • Capture, document, and route service requests (e.g., address changes, appointment requests) using web-based systems
  • Triage inquiries to determine eligibility for local office visits and schedule or reschedule appointments such as biometrics, naturalization interviews, and oath ceremonies
Escalation & Compliance
  • Escalate inquiries that fall outside of standard guidance to Tier 2 support teams
  • Maintain strict adherence to program guidelines, including providing non-advisory support (no legal advice)
  • Deliver service in a calm, respectful, and non-judgmental manner
Bilingual Support (if applicable)
  • Provide assistance in both English and Spanish for bilingual roles
What You Bring
  • Strong customer service and communication skills
  • Ability to multitask and manage multiple communication channels simultaneously
  • Comfort working in a fast-paced, structured contact center environment
  • Strong attention to detail and ability to follow processes and guidelines
  • Basic technical proficiency and ability to learn new systems quickly
Requirements
  • High School Diploma or equivalent
  • U.S. Citizenship required
  • Ability to type at least 60 words per minute
  • Proficiency navigating computer systems and tools, including:
    • CRM platforms (e.g., Salesforce/STARS)
    • Contact center tools (e.g., Amazon Connect softphones)
  • Ability to obtain and maintain required government clearance

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MR

Marcus Rivera

Chief Revenue Officer

m.rivera@company.com
linkedin.com/in/marcusrivera
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