[Hiring] Customer Service Specialist @DIRECT INTERACTIONS INC

Role Description

In this role, agents will be responsible for processing, navigating, and thoroughly researching unemployment insurance claims to ensure accuracy and compliance with established guidelines. You will respond to incoming customer calls, providing clear, comprehensive support to individuals navigating complex or sensitive unemployment matters. The agent will routinely access and analyze information across multiple databases to investigate claim details, verify documentation, and resolve discrepancies or concerns. Maintaining professionalism and composure is essential, particularly during escalated or high-pressure interactions, as you will be expected to de-escalate concerns and guide conversations toward fair and appropriate resolutions. The agent must operate with a high level of accuracy and efficiency in a fast-paced environment, often managing multiple responsibilities simultaneously. This is a challenging role that can be emotionally charged, and requires strong critical thinking and resilience. We are seeking professionals that are ready for a challenge and who are adaptable, solutions oriented, and motivated to make a meaningful difference in the lives of those they serve.

• Process, navigate and research unemployment insurance claims
• Answer incoming calls via computer software and assist customers with complex issues regarding 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
• Work through challenging situations to find an acceptable outcome

Qualifications

• Ohio residence preferred
• Must be a self-starter
• Must demonstrate a passion for providing outstanding service
• Must maintain composure across a variety of customer and peer interactions
• Experience working in a team environment (e.g., cooperating with co-workers, joint problem solving)
• Routinely demonstrates strong listening skills and attentiveness to the needs of those you assist
• Excellent verbal communication skills including correct grammar and pronunciation along with tone and pitch
• Ability to remain calm under pressure in a fast-paced contact center environment
• Ability to remain calm while taking multiple consecutive calls
• Ability to show empathy for those that may be frustrated or anxious
• Ability to pay attention to detail and multitask while navigating multiple programs and handling diverse information
• Ability to use a computer quickly and accurately
• Must possess the ability to remain poised in high stress situations
• Must be willing to conquer goals and challenges
• Must type at least 30 WPM
• Ability to be flexible and handle changes efficiently
• Must be proficient in Excel, Word and Outlook Office products

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 a high school diploma or equivalent

Training

• Training is done virtually and will consist of virtual instructor led and self-paced learning
• You must first attend a mandatory tech set up with our IT team where you will be loading the clients software onto your PC. This is mandatory and cannot be missed.
• Next, you will be invited to an orientation session (1 hour)
• Orientation, training & nesting spans across 9 days and is all paid
• 100% attendance is required in all phases of the on-boarding process (orientation, training & nesting are mandatory)

Shifts

• Agents must be available to work at least 20 hours per week within the hours of operation noted below
• Hours of operation for the client: Monday- Friday 8:00 am to 5:00 pm EST
• At least 20 hours per week are required (you select when you can work with the exception of Monday)
• This role is considered part time seasonal with the opportunity for full time, based on business needs
• 8 HOURS WORKED ARE REQUIRED EVERY MONDAY NO EXCEPTIONS
• If a holiday falls on a Monday, the 8 hours become mandatory on the following Tuesday

Pay Rate

• $15.00 per hour
• This is a W2 (employee) position
• We are paid biweekly via direct deposit
• All mandatory events are paid (orientation, pre arrival learning, training & nesting)

Employee Benefits

• Accrued paid time Off (PTO)
• Sick time

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 clients 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
• A smart phone that is less than 3 years old that you are able to install our required software on for multifactor authentication (used for our programs authentication process and not for work)
• Must have an operational web cam
• A second monitor is not required, but strongly recommended