Customer Service Representative

As an On-Demand Customer Service Representative, you will work in a virtual high-volume call center environment providing accurate and professional support to internal and external customers. Project assignments vary in duration — from weeks to months — and you will be expected to ramp quickly, stay current on new procedures, and flex your availability during peak demand periods. This is a PRN (as-needed) role ideal for someone who thrives in a fast-paced, project-based environment. Flexibility and a proactive approach are essential to succeed.

Employment is contingent upon the successful completion of a pre-employment background check and drug screening. Please note that testing methods (such as urine or hair analysis) and drug testing policies are implemented in accordance with applicable state and local laws.

• Handle incoming calls with accuracy and professionalism; facilitate first call resolution and escalate using proper procedures
• Navigate systems of record and knowledge tools to ensure accurate information is conveyed to callers
• Communicate clearly in writing and verbally; actively listen to understand caller concerns
• Identify and escalate unusual or recurring issues through established channels
• Research account details and exercise sound judgment on follow-up actions
• Navigate multiple applications simultaneously to deliver comprehensive solutions efficiently
• Monitor and report unusual call patterns or repeat issues; escalate system problems to supervisory staff promptly
• Attend required training sessions for new projects and initiatives; maintain organized training materials
• Perform other duties as assigned

Required
• Minimum 1 year of customer service experience
• Ability to pass federal clearance
• Flexibility to work weekends, evenings, and holidays as needed
• Proficiency with computer systems and software
• High school diploma or equivalent (equivalent experience may substitute)

Skills & Abilities
• Excellent written and verbal communication skills
• Strong analytical and effective decision-making skills
• Proficient PC and internet navigation skills
• Efficient time management in a fast-paced environment
• Ability to navigate multiple applications simultaneously

Nice to Have
• Prior experience in a high-volume production environment
• Experience managing difficult customer interactions with professionalism and diplomacy

WORK AT HOME REQUIREMENTS

• High speed internet with an ethernet connection to the router (no satellite or hotspot) — minimum 10 Mbps download and 5 Mbps upload speed
• WiFi must be turned off at all times while working
• Windows Updates must be current
• Private and distraction-free home workspace with the ability to close a door

For over ten years, Highlight has provided Development and Modernization, Secure IT, and Mission Solution services to our federal government customers. Our team knows the technology; we understand how our customers and their stakeholders work; and we know how to implement industry best practices to deliver high-quality, end-to-end solutions that minimize risk and maximize results.

Since our inception, Highlight has had an employee-first mindset. Our mission is to provide employees with rewarding and impactful career opportunities. In 2021, Highlight’s founder, Rebecca Andino, implemented an Employee Stock Ownership Plan to embody and expand our culture of transparency, teamwork and rewarding the work of our employees. By becoming an ESOP, our employee-owners share in the success of the company through their ownership stake. To learn more about ESOPS, check out: www.esopinfo.org. 

We’re an Equal Opportunity Employer (EOE) that empowers our people to fearlessly drive change - regardless of their race, color, religion, sex, gender identity, sexual orientation, national origin, disability, veteran status, or other characteristics. Our team is dedicated to foster diversity within our teams to promote creativity, innovation, and teamwork to deliver the best solutions for our customers.

To receive compensation and benefits information for this role, contact us or email us at Recruiting@HighlightTech.com  Please include the Req ID (this is at the top of the posting under the position title) in the subject line of the email.

Highlight takes your security seriously. Please be aware that fraudulent actors may attempt to circulate fictitious job opportunities and impersonate our recruiters. The main purpose of these correspondences is to obtain privileged information from individuals.

To protect yourself, keep the following in mind:

• All emails will come from an official @highlighttech.com or @talent.icims.com email address.
• We will never request payment or personal financial information during the recruitment process.
• We will not send job offers via email. All offers are first extended verbally by a member of our recruitment team whenever possible, and then followed up via written communication through official channels.

If you suspect fraudulent activity or have any doubts about the authenticity of an email, letter, or telephone communication supposedly from, for, or on behalf of Highlight,  please contact our team directly at Recruiting@highlighttech.com.