Job Details

Customer Service Representative - Remote (PA Residents Only)

Disabled Veteran Solutions (DVS) is a nationally recognized Service-Disabled Veteran-Owned Small Business (SDVOSB) delivering high-quality Business Process Outsourcing (BPO) services. We are committed to excellence, accountability, and reliable service - for both our clients and our employees. We value professionalism, strong attendance, and a customer-first mindset.

Position Overview: The Customer Service Representative (CSR) provides high-quality support across phone, email, chat, text, and case management channels for a high-volume tolling services program. This role requires strong communication skills, attention to detail, and the ability to work efficiently across multiple systems in a structured, performance-driven call center environment. Successful candidates are dependable, tech-savvy, customer-focused, and able to meet strict scheduling and attendance expectations.

Key Responsibilities:

• Handle high-volume inbound customer inquiries professionally and efficiently
• Review and update toll account information
• Process tolls, violations, disputes, and congestion pricing inquiries
• Assist customers with account status, applications, and walkthroughs
• Identify account types (residency-based, DMV-related, etc.) and ensure proper resolution
• Create and document service requests accurately
• Work suspended accounts to bring them current while educating customers on best practices
• Collaborate with internal teams to fully resolve customer issues
• Deliver consistent, high-quality customer service across all interactions

Training & Attendance (Mandatory):

• Training Start Date: April 8, 2026
• Training Schedule: Monday-Friday, 8:30 AM - 5:00 PM EST
• Training Duration: Approximately 3 weeks
• 100% attendance is required for training and nesting (supervised transition to live calls)

Important Attendance Requirements:

• No time off, late arrivals, or early departures permitted during training or nesting
• Webcam use is required during training, coaching, and some meetings
• Failure to meet training attendance requirements may result in termination
• Two required assessments must be passed during and at the conclusion of training

Work Schedule & Availability:

• Open availability required:
• Monday-Friday: 7:00 AM - 7:30 PM EST
• Saturday-Sunday: 8:00 AM - 2:30 PM EST
• Scheduled 8-hour shifts, 5 days per week on rotation
• Every other Saturday required (counts as one of the 5 scheduled days)
• Schedules are based on business needs and may change weekly
• Evening shifts may be extended based on call volume
• Overtime is paid for hours worked over 40 in a workweek

Compensation & Benefits:

• Competitive hourly wage
• Paid training
• Benefits available after completion of a 90-day probationary period

Equipment & Technical Requirements:

• DVS provides a company-issued computer, monitor, keyboard, mouse, webcam, and headset.
• Candidates must have:
• Reliable, high-speed hard-wired (Ethernet) internet (Wi-Fi and satellite internet not permitted)
• A private, dedicated workspace suitable for remote work
• Ability to demonstrate computer proficiency via assessment and live Microsoft Teams session

Minimum Qualifications:

• High school diploma required (Associate degree or higher preferred)
• Minimum 6 months of customer service experience (call center preferred)
• Strong verbal and written English communication skills
• Ability to navigate multiple systems and troubleshoot basic technical issues
• Ability to pass background check and drug screening (no cost to candidate)
• Dependable, professional, and able to adhere to strict scheduling requirements

Additional Information:

• Full-time positions only (no part-time roles available)
• Schedules, breaks, and lunches are assigned and must be followed for team success

Ready to Apply? If you're dependable, customer-focused, and ready to succeed in a structured remote call center environment, we encourage you to apply. Interviews begin: Week of February 13, 2026. Hiring closes: March 6, 2026. Training begins: April 8, 2026. A pre-employment drug screening and criminal background check are required prior to employment.