Telephone Liaison
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AI Summary
Acts as a professional point of contact between federal customers, stakeholders, and the public to handle inbound and outbound communications. Responsibilities include verifying caller identities, documenting interactions in CRM systems, and coordinating case escalations to government staff.
PRINCIPLE CHOICE SOLUTIONS
Telephone Liaison
Telephone Liaison
POSITION PURPOSE
The Telephone Liaison serves as a professional point of contact between the federal customer, stakeholders, and the general public. This position supports inbound and outbound telephone communications that go beyond basic switchboard routing, including verifying caller identity, capturing case-specific inquiries, providing approved program information, coordinating with government program staff, and documenting interactions in the appropriate case management or CRM system.
The Telephone Liaison is responsible for ensuring accurate, timely, courteous, and compliant handling of sensitive but unclassified communications, including communications that may involve personally identifiable information or other sensitive customer data.
ORGANIZATION
This position reports to the assigned Supervisor or Team Lead.
The Telephone Liaison supports federal contract operations and serves as a communication bridge between callers, program staff, government personnel, subject-matter experts, and specialized units as appropriate.
ESSENTIAL FUNCTIONS
- Answer inbound calls using approved greeting, tone, and script standards.
- Verify caller identity in accordance with agency Personally Identifiable Information (PII)-handling protocols before releasing case-specific or sensitive information.
- Identify the nature and priority of each call, including informational calls, case-specific inquiries, complaints, escalations, or emergency-related matters.
- Provide accurate program information to callers using approved knowledge-base articles, FAQs, and scripts.
- Retrieve, review, and interpret case records in the agency’s case management, Customer Relationship Management (CRM), or benefits system within the incumbent’s authorized scope.
- Document each interaction, including caller identity, inquiry type, resolution, follow-up actions, and next steps, in the agency’s system of record.
- Coordinate warm transfers and case escalations to government program staff, subject-matter experts, or specialized units.
- Serve as a liaison between callers and program staff by tracking open inquiries until resolution and providing authorized status updates.
- Coordinate caller callbacks, interviews, or appointments with federal program personnel as directed.
- Maintain daily communication logs and prepare end-of-shift handoff notes to support continuity across coverage periods.
- Support outbound campaigns such as appointment reminders, status notifications, or satisfaction surveys using approved scripts.
- Follow published protocols for high-risk calls, including threats of harm, threats against federal personnel or facilities, bomb threats, and reports of fraud, waste, or abuse.
- Immediately escalate emergency or threat-related calls to the appropriate authorities, Facility Security Officer, or designated duty officer based on site Standard Operating Procedure (SOP).
- Complete required threat-call checklists and incident documentation when applicable.
- Participate in call monitoring, quality assurance reviews, corrective coaching, and compliance-related training.
- Report adverse information, security incidents, PII/PHI incidents, or changes in personal status in accordance with contract and company reporting requirements.
- Perform other related duties as assigned in support of federal contract operations and customer service requirements.
KNOWLEDGE & EXPERIENCE
- Employment is contingent upon a favorably adjudicated Tier 2 public trust investigation and issuance of a Personnel Identity Verification (PIV) or Common Access Card (CAC) credential along with enrollment in the Continuous Vetting (CV) program prior to unescorted access to the federal facility and agency information systems.
- High school diploma or equivalent required; associate degree preferred.
- Minimum of two years of experience in a customer-facing telephone role, such as call center, help desk, contact center, dispatch, or receptionist work.
- Demonstrated experience handling PII or sensitive customer data in accordance with published privacy standards.
- Clear, articulate, and professional speaking voice with strong active listening and de-escalation skills.
- Proficiency with Microsoft 365 applications, including Outlook, Word, Excel, and Teams, as well as web-based CRM or case management systems.
- Ability to type at least 35 words per minute while conducting an active call and documenting the interaction simultaneously.
- Prior experience supporting a federal customer, federal case management system, HIPAA-covered call handling, or multilingual caller population is preferred.
- Must be a U.S. citizen; work sponsorship is not available due to federal security restrictions.
MACHINES & EQUIPMENT
The incumbent must be able to effectively operate the current computer system, telephone system, headset, CRM or case management system, Microsoft 365 applications, keyboard, scanner, copier, printer, and other office equipment necessary to perform assigned call handling, documentation, and case support duties. The PCS template also includes standard equipment language for effective operation of computer systems, telephone systems, and office machines.
PHYSICAL REQUIREMENTS
Must be able to lift and carry up to 20 pounds. Must be able to sit for prolonged periods, use a headset, operate a keyboard and computer system, and communicate clearly by telephone or approved communication platform.
Routine keyboarding, console operation, and headset use are required.
WORKING CONDITIONS
The incumbent works in a remote, telework, hybrid, or office environment that is not substantially exposed to adverse environmental conditions such as heat, cold, or extreme noise. Routine periods of computer use, data entry, record review, case processing, and telephone communication are required.
The position may support fluctuating workloads, expedited requests, changing investigative requirements, and future technology implementations as operational needs require.
Security and privacy training will be provided as part of this role to protect the confidentiality, integrity, and availability of PCS, customer, Government, and mission-related data.
The above statements are intended to describe the general nature of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.
Principle Choice Solutions is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, parental status, national origin, disability, genetic information, political affiliation, protected veteran status, sexual orientation, gender identity or expression, or any other non-merit-based factors or characteristic protected by federal, state, or local laws.
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