[Hiring] Customer Service Representative @DIRECT INTERACTIONS INC

Role Description

The Customer Service Representative (CSR) is the first point of contact for individuals referred to the Employment & Training (E&T) program for the Idaho Department of Health & Welfare. CSRs guide participants through orientation, scheduling, program navigation, and proactive outreach to ensure compliance and prevent benefit loss. Utilizing DI's tech tools, CSRs deliver fast, accurate, and consistent support. This role is key to participant retention and program success statewide.

Qualifications

• High school diploma or equivalent required; Associate's or Bachelor's degree in Social Work, Human Services, Communications, Public Administration, or a related field preferred
• Minimum 1 year of customer service, call center, or participant-facing service experience, preferably in a government program, healthcare, social services, or benefits-related setting
• Bilingual or multilingual candidates, particularly Spanish-speaking, are strongly encouraged to apply
• Must pass a criminal background check paid for by us (Direct Interactions)
• Legally able to work in the United States

Requirements

• Candidates should reside in Idaho; those from neighboring states are welcome to apply
• Must maintain composure across a variety of customer and peer interactions, including handling frustrated or anxious participants with empathy and professionalism
• Experience working in a team environment, including cooperation with co-workers and joint problem-solving
• Strong listening skills and ability to make participants feel heard, respected, and supported
• Excellent verbal communication skills (grammar, pronunciation, tone) across phone, SMS, virtual platforms, and in-person
• Strong ability to manage a high volume of participant contacts, follow-ups, and scheduling tasks while maintaining accuracy in documentation and data entry
• Ability to manage time effectively, prioritize tasks, and navigate multiple software systems simultaneously in a metrics-driven environment
• Sound judgment in recognizing when a participant's situation requires escalation to a case manager or supervisor
• Proficient in using digital platforms, CRM systems, and multi-channel communication tools as primary instruments of daily work
• Experience with or knowledge of SNAP, TANF, Medicaid, SNAP E&T, or similar public benefits programs preferred
• Familiarity with trauma-informed or motivational communication approaches is a plus
• Experience working in a metrics-driven or quality-monitored service environment is beneficial

Benefits

• Accrued paid time Off (PTO)
• Sick time
• Health and Medical/Dental insurance plans are available after 60 days worked

Training

Training provided on state benefit policies, E&T procedures, and call handling systems.

• Orientation Date: Friday May 29, 2026, Time: TBD
• Training Date: Training will begin Monday, June 1, 2026, and will run for approx. four (4) weeks. Time: TBD
• Go Live Date: Wednesday June 24, 2026

Shifts

• Agents must be available to work 30+ hours per week
• Hours of operation for the client: Monday- Friday 8:00 am to 6:00 pm MST
• This role may include occasional Saturdays.

Pay Rate

• $16.00 per hour
• This is a W2 (employee) position
• We are paid biweekly via direct deposit

Technical Requirements

• Desktop (preferred) or a true laptop; Apple/Mac, Tablets or Smart devices, Windows Mini PCs, Chromebook, Notebooks, Virtual PCs and Android systems are NOT compatible (Intel or AMD CPU).
• Operating system – Windows 11; we no longer support Windows 10.
• Your computer must have at the minimum 8GB of RAM installed and a processor speed of 2.00GHz or higher and cannot be in S mode; Anything less will not work with the client's software.
• At least 25 Mbps Download Speed
• At least 3 Mbps Upload Speed
• 200ms Latency
• 50ms Jitter
• 1% Packet Loss
• 4+ CPU Cores
• US based Internet service provider (ISP); NO T-MOBILE HOME INTERNET. NO 5G INTERNET.
• High-speed Internet via a hard wired ethernet connection, no Wi-Fi, satellite or cellular hotspot or cellular internet.
• USB wired headset with noise-canceling microphone
• Must have an operational web cam
• Must have an operational smart phone
• A second monitor is not required, but strongly recommended.