Customer Service Representative - Technical

Disabled Veteran Solutions • Erie, PA • 2d ago

Erie, PA, USA | Hourly | 18.92 per hour Grow with us-enjoy enhanced rewards for long-term commitment and outstanding performance! | Full Time

| Medical, Dental, Vision, Competitive Salary, Paid Time Off

Disabled Veteran Solutions (DVS)Pay: Competitive, Based on qualificationsStatus: Full-Time Regular (36-40 hours/week)Location: Remote

About Disabled Veteran Solutions

Disabled Veteran Solutions (DVS) is a nationally recognized Service-Disabled Veteran Owned Small Business (SDVOSB) providing high-quality Business Process Outsourcing (BPO) services. We are committed to excellence, accountability, and service-both to our clients and to the employees who power our success. At DVS, we value professionalism, reliability, and a customer-first mindset.

Position Overview

The Customer Service Representative (CSR) role is responsible for delivering exceptional customer care and creating sustainable value for customers through phone, email, text, web chat, and case management interactions. This role supports a high-volume tolling services program and requires strong communication skills, attention to detail, and the ability to navigate multiple systems while delivering accurate, empathetic support.

Successful candidates are dependable, tech-savvy, customer-focused, and able to thrive in a structured, performance-driven call center environment.

Key Responsibilities

Customer interactions may include, but are not limited to:

Reviewing and updating toll account information

Processing tolls, violations, and related inquiries

Resolving toll charge disputes

Assisting with congestion pricing questions

Guiding customers through application status checks and walkthroughs

Additional responsibilities include:

Managing a high volume of inbound inquiries in a timely and professional manner

Working suspended customer accounts to bring them current while educating customers on best practices to maintain account standing

Identifying different account @types (e.g., residency-based, DMV-related) and ensuring proper routing or resolution

Creating, documenting, and reviewing service requests accurately

Collaborating with internal departments to ensure customer issues are fully resolved

Delivering consistently high-quality customer service across all interactions

Training & Attendance Requirements

Training Schedule:

Training Start: 4/8/2026

Training Hours: 8:30 AM - 5:00 PM EST, Monday-Friday, 100% Mandatory Attendance for the duration of training

Training Duration: Approximately 3 weeks

Webcam usage is required during training and production. Associates may be asked to be on camera for coaching sessions or team meetings.

Training and nesting (a supervised transition period into live customer interactions) are 100% mandatory. Attendance is critical to success in this role.

No time off, late arrivals, or early departures are permitted during training or nesting

Failure to meet attendance requirements during training may result in termination

Two assessments must be passed during and at the conclusion of training to meet employment requirements

Work Schedule & Availability

Open availability required Monday-Friday, 7:00 AM - 7:30 PM EST and Saturday - Sunday, 8:00 AM - 2:30 PM EST

Employees are Scheduled a regular 8 hour shift, 5 days per week within the week on rotation, Every other Saturday required (counted as one of the 5 scheduled days)

Production Hours:

Monday-Friday: Between 7:00 AM - 7:30 PM EST

Saturday & Sunday: Between 8:00 AM - 2:30 PM EST

Note: Schedules are based on business needs and may change weekly. Shifts may vary day-to-day. If assigned the last shift of the evening, extended hours may be required based on call volume. Overtime is paid for hours worked over 40 in a workweek.

Compensation & Benefits

Paid training at the applicable hourly rate

Benefits after 90 Day Probationary period is completed

Equipment & Technical Requirements

A Company-issued computer, Monitor, Mouse, Keyboard, Webcam and headset will be provided for performing job functions.

Candidates must have:

Reliable, high-speed internet (hard-wired via Ethernet; Wi-Fi and satellite internet are not permitted )

A private, dedicated workspace suitable for remote work

Candidates will be required to demonstrate computer proficiency through an assessment and a live Microsoft Teams session.

Minimum Qualifications

High school diploma required, Associate Degree or higher preferred.

Minimum of 6 months customer service experience (call center experience preferred)

Strong verbal and written communication skills, MUST be able to read, write, speak and understand English language fluently

Basic to advanced computer proficiency and ability to navigate multiple systems required

Ability to troubleshoot common technical issues

Ability to pass background check and drug screening (no cost to candidate)

Professional, dependable, and able to adhere to strict attendance and scheduling requirements

Additional Employment Information

This is a full-time position; part-time roles are not available

Schedules are assigned based on program needs

Lunch and break schedules are assigned and must be adhered to

Ready to Apply?

If you meet the qualifications listed above, you're dependable, customer-focused, and ready to succeed in a structured, remote call center environment, we encourage you to apply today. Join Disabled Veteran Solutions and be part of a mission-driven organization committed to excellence, service, and professional growth.

Interviews for qualified applicants will begin the week of February 13, 2026, Hiring closes March 6, 2026, Training begins on April 8, 2026.

A pre-employment drug screening and criminal background check are required prior to employment.

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