DOL Customer Service Representative

Security Clearance required:

Do you want to make a difference?

Cognosante employees are passionate about improving people’s lives. With an innovative mindset and an unwavering commitment to those we serve, we partner with healthcare, civilian and defense agencies to deliver exceptional public services and programs. Our multi-faceted technology and customer experience (CX) solutions achieve program outcomes, solve critical challenges, and create meaningful change. Whether we are helping Veterans access healthcare faster, ensuring that members of the military complete their missions safely, or helping people obtain health insurance, our work touches millions of people. Are you ready to make a difference?

Come Join Our Team

The Department of Labor (DOL) National Contact Center (NCC) directly supports all of DOL’s strategic goals by providing American public customers across the nation with timely, accurate and understandable information for a wide range of Departmental programs and services. To accomplish this, the DOL-NCC interacts with customers through the communication vehicle of their choice including telephones, self-service on the web, texting, email, U.S. mail and chat. The DOL-NCC supports public communications by providing live customer service support for telephone, voicemail, texting, faxing, chat, U.S. mail, and email communication methods.

What is the position?

The Customer Service Representative (CSR) plays a significant role on a fully remote team that supports the DOL-NCC. As a CSR, you will be part of a team that supports the overall mission of the NCC by handling daily interactions with the American public.

What will I get to do?

As a CSR, you will have the opportunity to utilize your customer service skills and experience, as well as critical thinking skills, to support American consumers who have labor-related questions, such as questions about paychecks, how to contact a specific department or Government agency, and safety concerns in the workplace. During the handling of these inquiries, you will use a cloud-based telephony system and a Customer Relationship Management (CRM) tool for research and informational purposes. A successful candidate will be able to work independently as well as part of a larger team which supports one another throughout the day.

What qualifications do I need?

(Candidates who do not meet the required qualifications will not be considered.)

• High School diploma or General Educational Development (GED) certificate
• A minimum of two years call center customer service experience
• Oral and written communication skills sufficient to facilitate clear and accurate information exchanges with customers
• Ability to control the pace, flow of the inquiry, and manage call time effectively
• Ability to handle inquiries and requests in a courteous and professional manner, including calls received in crises, and/or from abusive callers
• Ability to listen to, empathize with customers, and acknowledge their concerns
• Ability to follow protocol and to apply sensitivity and discretion in handling confidential information
• Ability to gather and document information to determine a customer’s needs, apply problem solving skills, and resolve the inquiry/request effectively
• Computer and keyboarding skills sufficient to record information from the inquirer in an accurate and efficient manner
• Ability to use the web to search and retrieve information
• Ability to respond to inquiries from the hearing, speech, and visually impaired, as well as other physically impaired callers using appropriate equipment
• Ability to take direction within a team setting and complete team-related work promptly
• Equivalent to a low-risk public trust background investigation

What additional characteristics will help me thrive?

• Proficient in the use of MS Office including Word, Excel, PowerPoint, and Outlook
• Able to work in a fast-paced environment

What We Offer 

Our mission is to provide comprehensive and competitive pay, benefits, services, and programs to eligible employees and their dependents that: 

• Ensure optimal health and productivity of our employees  

• Support employee retention and attraction 

• Provide work/life balance to ensure our employees succeed inside and outside of the office 

Compensation

The pay range for this job is determined by various factors, including but not necessarily limited to location, responsibilities of the job, and alignment with market data. When determining a salary for this role, the following factors may be taken into consideration - contract-specific affordability, education, knowledge, skills, competencies and experience. The estimate displayed represents the salary range for this position and is just one component of Cognosante’s total compensation package for employees. It is not necessarily reflective of actual compensation that may be earned, nor a promise of any specific pay for any specific employee.

Cognosante will not provide sponsorship for employment-based immigration benefits for this position.

What We Promise 

Cognosante employees are inspired by our bold mission to improve lives. To achieve this mission, we put our people first. No matter where they're located around the nation, our innovative workplaces enable individuals to apply their skills and experience to work toward a greater good.

We foster a winning culture of solution creators built on innovation, collaboration, flexibility, and work-life balance. And we invest in the next generation of diverse talent to foster an inclusive, progressive, adaptable workplace that prioritizes advancement for all. As an affirmative action employer, we are committed to equal opportunity regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.  

Your safety during your job search is important. Recruiting communications will always be sent through one of the following corporate domain emails (@cognosante.com or @accurate.com).

We will never send communications through any other domain, including @cognosantecareers.com, @gmail.com or @yahoo.com). We will never request payment from you, nor will we send payment to you, prior to your start date. If you have been asked to send or receive any payment, or if you have any doubt about whether you have been contacted by a Cognosante employee, please contact us at [email protected]