Customer Service Specialist

Headquartered in Seattle, Direct Interactions provides nationwide work-from-home contact center opportunities, including for people with disabilities, veterans, and military spouses. Our compassionate representatives help customers navigate complex public-service needs. Join our team to make a meaningful difference while enjoying flexible scheduling and a supportive remote-work environment. **What’s Next** Selected applicants will receive an email invitation to complete job tryout assessments. Check all email folders regularly and respond by the stated deadlines. **Requirements** * Ohio residence preferred * Self-motivated, customer-focused, and able to work effectively with teammates * Strong listening, empathy, and verbal communication skills, including grammar, pronunciation, tone, and pitch * Able to remain calm and professional during back-to-back calls, escalations, and high-pressure situations * Strong attention to detail, multitasking, problem-solving, and adaptability * Able to navigate multiple computer applications quickly and accurately * Typing speed of at least 30 WPM * Proficiency in Microsoft Excel, Word, and Outlook **Additional Requirements** * Must pass a criminal background check paid for by us (Direct Interactions) * Legally able to work in the United States * Must be a current resident living in the United States * Must have at least a high school diploma or equivalent **Job Details(what you will be doing)** In this role, you will handle incoming calls and assist customers with unemployment insurance claims, including researching information, navigating multiple databases, and resolving complex issues. This is a demanding, fast-paced position that requires strong computer skills, critical thinking, and the ability to multitask efficiently. You must be comfortable navigating multiple systems, browser tabs, and applications simultaneously while assisting customers. The role also requires basic computer troubleshooting, independent problem-solving, and the ability to remain calm and professional during challenging or escalated interactions. Successful candidates must be detail-oriented, adaptable, and confident using technology while managing back-to-back calls in a high-volume environment. * Process, navigate and research unemployment insurance claims * Answer incoming calls via computer software and assist customers with complex issues regrading their specific situation * Research information in databases to resolve complex customer issues * Maintain composure in escalated situations * Operate accurately and efficiently in a fast-paced environment * Handle multiple responsibilities at one time #### **Orientation & Training Schedule** Training is done virtually and will consist of virtual instructor led and self-paced learning **Orientation** * **Date:** To Be Determined (TBD) * **Time:** TBD * **Duration:** Approx. 1 hour **Week 1 – Training Schedule** * **Day 1:** TBD (6 hours each day) * **Day 2:** TBD * **Day 3:** TBD * **Day 4:** TBD * **Day 5:** TBD **Week 2 – Training Schedule** * **Day 6:** TBD * **Day 7:** TBD * **Day 8:** TBD * **Day 9:** TBD * **Day 10:** TBD *Specific training dates and times are still being finalized. Additional information regarding the second week of training, including daily schedules and expectations, will be discussed during training.* ***Important Training Information:*** *Please note that the schedule outlined above is intended to provide applicants with an understanding of what the anticipated orientation and training commitment may look like. Actual dates, times, and training requirements are subject to change based on operational and client needs. Applicants should be prepared to accommodate the required training schedule if selected for the position.* #### **Work Schedule & Availability Requirements** **Client Hours of Operation:** Monday – Friday | 8:00 AM – 5:00 PM Eastern Time (EST) * This is a part-time position requiring a minimum commitment of 20 hours per week, with the potential for full-time hours based on business needs and availability. * Agents have the flexibility to select their preferred working hours within the client's hours of operation, provided they meet the minimum weekly requirement and adhere to the mandatory Monday schedule outlined below. * **Mandatory Monday Requirement — No Exceptions** + All agents are required to work 8 hours every Monday during the client's hours of operation. This requirement is mandatory and is not flexible. * **Holiday/Monday Exception:** If a recognized holiday falls on a Monday, the mandatory 8-hour work requirement will shift to the following Tuesday. Agents must be available to work those 8 hours on Tuesday instead. ##### ***Important:*** ***Applicants must be able to consistently meet the 20-hour weekly minimum, including the mandatory 8-hour Monday requirement (or Tuesday when a holiday falls on Monday), to be considered for this position.*** #### **Pay Rate & Employment Classification** * **Hourly Pay Rate:** $15.00 per hour * **Employment Classification:** W-2 Employee (Part-Time) * **Pay Schedule:** Biweekly via direct deposit * **Paid Training & Mandatory Activities:** All required work-related activities are paid, including pre-arrival assignments, independent work, orientation, training, and nesting. #### **Employee Benefits** As a W-2 employee of Direct Interactions, you may be eligible for the following benefits: * **Paid Time Off (PTO):** Accrued paid time off in accordance with company policy * **Paid Sick Leave:** Sick leave benefits provided in accordance with company policy and applicable state laws * **Health Insurance:** Medical and dental insurance plans are available to eligible employees after 60 days of employment *Benefit eligibility may vary based on employment status, hours worked, plan requirements, and applicable company policies.* #### **Equipment & Internet Requirements** Direct Interactions will provide the necessary computer equipment required to perform the duties of this position. Employees are responsible for providing and maintaining a reliable, high-speed internet connection that meets the client's technical requirements. **Minimum Internet Speed & Performance Requirements** * **Download Speed:** Minimum 25 Mbps * **Upload Speed:** Minimum 3 Mbps * **Latency (Ping):** 200 milliseconds (ms) or less * **Jitter:** 50 milliseconds (ms) or less * **Packet Loss:** 1% or less **Internet Connection Requirements** * Must have a reliable internet connection through a U.S.-based Internet Service Provider (ISP). * A hardwired Ethernet connection is mandatory. Wi-Fi connections are not permitted. * Satellite internet, cellular internet, mobile hotspots, and T-Mobile Home Internet are not accepted. * Employees are responsible for the cost, installation, and ongoing maintenance of their internet service. * Internet connectivity must consistently meet the minimum speed and performance requirements listed above. **Additional Technical Requirements** * Must have a compatible smartphone capable of installing and operating the required multifactor authentication (MFA) application. * The smartphone is used exclusively for secure system authentication and is not intended for performing job duties. * Employees must be able to connect, navigate, and operate company-provided equipment and applications. **Important:** Applicants must meet all technical and internet requirements to be eligible for this remote position. Internet speed and connectivity will be tested during the hiring and onboarding process. ###### ***IMPORTANT: THIS OPPORTUNITY IS NOT CURRENTLY AVAILABLE TO APPLICANTS RESIDING IN THE FOLLOWING STATES:*** ###### ***Arizona, California, Colorado, Connecticut, Hawaii, Maine, New Jersey, New York, Oregon, Rhode Island, and Washington.***