Customer Service Representative

We are looking for compassionate customer service professionals who want to help others. English and bilingual English/Spanish positions are available.

At ICF, our work is driven by a commitment to solving meaningful challenges and supporting the people and communities we serve. We are seeking self-motivated, professional, and empathetic individuals to join our team of Customer Advocates in a remote role.

This position is well suited for individuals interested in customer service, entry-level social work, human services, advocacy, or related fields, particularly those seeking hands-on experience supporting vulnerable populations. Customer Advocates provide support to older Americans who may be victims of financial fraud and help connect callers with information, guidance, and next steps based on approved program resources.

The ideal candidate is respectful, courteous, eager to learn, comfortable working in a structured environment, and committed to providing high-quality support to callers. Technical and program-specific training will be provided.

Candidates must be available to work assigned shifts during the program’s operating hours of 10:00 a.m. to 6:00 p.m. ET.

Key Responsibilities Include:

• Respond to customer inquiries and requests for information using approved reference guides, policies, and procedures.
• Provide professional, empathetic support to callers and accurately document customer interactions.
• Actively listen to customers, identify their needs, and take initiative to help determine appropriate next steps.
• Complete follow-up commitments, including scheduled call backs, in a timely manner.
• Identify and help resolve customer issues professionally, collaborating with team members and cross-functional partners as appropriate.
• Perform assigned duties with minimal day-to-day supervision while contributing to a team-oriented, problem-solving environment.
• Follow all company and program policies, procedures, and guidelines.
• Maintain confidentiality of company, program, and customer information.
• Ability to work assigned shifts during program operating hours of 10:00 a.m. to 6:00 p.m. ET.
• Ability to maintain confidentiality and handle sensitive customer information appropriately.
• No financial or other potential conflicts of interest that would impair the ability to provide fair and unbiased assistance to callers.
• Strong oral and written communication skills.
• Professional interpersonal skills, including courtesy, empathy, respect, and a cooperative attitude.
• Ability to work with minimal day-to-day direction in a remote environment.
• Ability to use a computer, navigate multiple systems, and document information accurately.
• Ability to follow approved policies, procedures, scripts, reference guides, and program guidance.

Required Qualifications

• High school diploma or equivalent.
• Ability to successfully pass required criminal background checks.

Preferred Qualifications

• Bilingual English/Spanish communication skills.
• Previous customer service experience, preferably in a call center, contact center, social services, human services, advocacy, or similar environment.
• College coursework or a degree in Social Work, Psychology, Human Services, Sociology, Counseling, Criminal Justice, Gerontology, or a related field.
• Experience supporting older adults, vulnerable populations, victims of fraud, or individuals in crisis or stressful situations.
• Demonstrated interest in social work, human services, advocacy, public service, or related career paths.
• Experience working remotely in a structured, production-based environment. Strong problem-solving skills and comfort collaborating with team members to resolve customer needs.

Working at ICF

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Pay Range - There are multiple factors that are considered in determining final pay for a position, including, but not limited to, relevant work experience, skills, certifications and competencies that align to the specified role, geographic location, education and certifications as well as contract provisions regarding labor categories that are specific to the position.

The pay range for this position based on full-time employment is: