Remote Customer Service Representative - Contact Center

Remote Customer Service Representative - USCIS Contact CenterSupport a Mission That MattersITCON 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 customersWork in a supportive, team-oriented environmentGain experience with modern contact center technologiesAccess training and professional growth opportunitiesEnjoy the flexibility of a fully remote roleWhat You'll DoCustomer Support & CommunicationHandle customer inquiries across multiple channels, including inbound/outbound calls, web chat, web forms, and secure messagingManage up to two concurrent chat sessions while maintaining accuracy and professionalismProvide clear, accurate, and complete information in plain languageService Delivery & Case ManagementAssist customers using approved USCIS knowledge articles, scripts, and job aidsCapture, document, and route service requests (e.g., address changes, appointment requests) using web-based systemsTriage inquiries to determine eligibility for local office visits and schedule or reschedule appointments such as biometrics, naturalization interviews, and oath ceremoniesEscalation & ComplianceEscalate inquiries that fall outside of standard guidance to Tier 2 support teamsMaintain strict adherence to program guidelines, including providing non-advisory support (no legal advice)Deliver service in a calm, respectful, and non-judgmental mannerBilingual Support (if applicable)Provide assistance in both English and Spanish for bilingual rolesWhat You BringStrong customer service and communication skillsAbility to multitask and manage multiple communication channels simultaneouslyComfort working in a fast-paced, structured contact center environmentStrong attention to detail and ability to follow processes and guidelinesBasic technical proficiency and ability to learn new systems quicklyRequirementsHigh School Diploma or equivalentU.S. Citizenship requiredAbility to type at least 60 words per minuteProficiency 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