Overview:
TP Government Services, driven by Senture delivers high-quality inbound and outbound customer care support for a wide range of federal, state, and commercial clients. We take pride in providing exceptional service—and just as importantly, in supporting and valuing our employees.
Join a fast-paced, nationwide customer support operation that delivers critical information and assistance services to the public. This 24/7/365 program provides multi-channel support through phone, email, chat, text, and self-service platforms, helping customers navigate services, access information, resolve inquiries, and connect with appropriate resources. Team members play a key role in delivering accurate information, exceptional customer service, and timely issue resolution while supporting a variety of public-facing programs.
Schedule:
- Hours of operation are 24X7X365
- Candidates should be flexible
Important Details:
- This position requires public trust clearance
- Extensive federal background check and fingerprinting may be required
Work From Home:
This is a remote position, and Senture provides all necessary equipment.
Pay:
- This position is covered under the Service Contract Act (SCA), with pay rates determined by the applicable county wage determination. Starting pay begins at $14.XX per hour, depending on the work location.
- In addition to the hourly wage, employees receive a Health & Welfare (H&W) benefit of $5.09 per hour for all hours worked, up to 40 hours per week.
SPANISH BILINGUAL HIGHLY PREFERRED!
Qualifications:
- High school diploma or General Education Development (GED) certificate required.
- Must be a U.S. Citizen or Permanent Resident.
- Minimum of two (2) years of customer service experience, preferably in a contact center or telephone support environment.
- Demonstrated proficiency in the English language, including verbal and written communication.
- Strong customer service and interpersonal skills.
- Ability to successfully pass background investigation and drug screen
- Proficient keyboarding and data entry skills.
- Basic computer proficiency, including the ability to navigate multiple systems and applications simultaneously.
Core Competencies
- Excellent oral and written communication skills with the ability to convey clear and accurate information.
- Ability to manage call flow, control inquiries, and effectively balance customer needs with productivity expectations.
- Skilled in handling customer inquiries professionally, courteously, and efficiently, including sensitive, crisis, and challenging interactions.
- Strong active listening skills with the ability to demonstrate empathy and build rapport with customers.
- Ability to exercise sound judgment, discretion, and sensitivity when handling confidential information.
- Strong problem-solving and critical-thinking skills with the ability to assess customer needs and identify appropriate resolutions.
- Ability to accurately gather, document, and maintain customer information in designated systems.
- Effective call control and de-escalation skills.
- Proficiency in internet research and information retrieval.
- Ability to follow established procedures, accept coaching and direction, and work effectively in a team environment.
- Adaptability to support multiple programs, communication channels, and changing business needs.
- Commitment to quality, accuracy, customer satisfaction, and continuous improvement.
Candidates must meet the following requirements to work from home:
- Must have the ability to provide a non-cellular high speed internet service such as Fiber, DSL, or cable modems for a home office.
- Must be able to meet the minimum internet speed requirements for specific program
- Hotspots, satellite and wireless internet service is NOT allowed for this role.
SPANISH BILINGUAL HIGHLY PREFERRED!
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
Responsibilities:
- Respond to customer inquiries through multiple communication channels, including phone, email, text, chat, IVR/self-service tools, and other assigned platforms.
- Provide clear, accurate information using approved knowledge-base articles, standard operating procedures, and work instructions.
- Deliver Tier 1 customer support, including information services, referrals, order intake and fulfillment, comments and complaints handling, service requests, emergency inquiry support, and escalation routing.
- Accurately document customer information, cases, and interactions in designated systems and route inquiries to the appropriate support channels when needed.
- Assess customer needs, resolve inquiries within established authority, and escalate unresolved issues in accordance with program procedures.
- Handle crisis, emergency, sensitive, confidential, or challenging customer interactions professionally and with discretion.
- Meet established standards for call handling, service quality, response times, accuracy, documentation, and customer satisfaction.
- Complete required cross-training across programs, services, and communication channels to support operational needs.
- Participate in required training, coaching, quality assurance monitoring, and performance improvement activities.
- Work assigned shifts within a 24x7x365 customer support environment serving multiple programs and service lines.
- Shift and schedule adherence
