CSR (On-site)

We’re looking for motivated Customer Service Representatives (CSRs) seeking job stability and opportunities for growth. Ideal candidates are tech-savvy, have strong attention to detail, and, most importantly, deliver excellent customer service. This role supports a 24/7 contact center.

Responsibilities

• Provide timely, accurate responses to travelers worldwide regarding government-managed applications, re-entry, visa renewal services, and other travel and immigration topics.
• Respond to live inquiries using approved reference materials and responses.
• Identify and address all questions and concerns in customer emails using government-approved response templates.
• Accurately enter information into the customer database using correct grammar and spelling. Select all applicable contact subject categories, record up to five resolutions, and include relevant notes or comments.
• Route reportable communications to the appropriate department.
• Answer customer questions, provide referrals, and clarify policies and procedures.
• Provide general travel assistance information.
• Explain how to file claims with the government.
• Perform other duties as assigned.

Requirements

• U.S. citizenship is required.
• Must meet all security eligibility requirements.
• Bachelor of Arts or Bachelor of Science degree from an accredited college or university is required.
• At least two years of customer service experience is required.
• Proficiency in navigating and using web-based applications.
• Excellent verbal communication skills, clear speaking ability, and exceptional writing skills.
• Strong technical aptitude.