About this role
TeleSolv Consulting has an opportunity to support a state government program as an On-Call Contact Center Representative . This position is on an as-needed basis and hours will vary based on program demand. This is a remote role, and all applicants must be willing/able to work various shifts between 7 am and 7 pm covering Eastern Time Zones in the US. Candidates will work directly with the public, handling inquiries, handling inbound inquiries via phone, email, and chat in a timely and professional manner. This person must possess a reliable laptop or computer and with hardwire connection to consider for this role. Provide courteous, prompt, and accurate responses to public inquiries in accordance with established protocols and procedures. Handle inbound inquiries via phone, email, and chat in a timely and professional manner. Share only approved and verified information and ensure all communications comply with program and company policies. Accurately document all customer interactions in the designated system for tracking and auditing purposes. Stay current on changes to procedures, FAQs, and program-related information. Collaborate with internal teams to escalate and resolve inquiries that fall outside standard support scope. Maintain confidentiality and follow all required data privacy and security guidelines during customer interactions.