Customer Service Representative

Disabled Veteran Solutions • Richmond, VA • 9h ago

Richmond, VA, 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

Customer Service Representative - Technical

Remote Full-Time (36-40 hours/week)Pay: Competitive, based on qualifications

About DVS

Disabled Veteran Solutions (DVS) is a nationally recognized Service-Disabled Veteran Owned Small Business delivering high-quality Business Process Outsourcing services. We support complex, regulated programs where accuracy, professionalism, and consistency matter. We hire people looking for long-term roles with growth potential, not short-term or flexible side work.

The Opportunity

This Customer Service Representative role supports a high-volume technical tolling services program. You will assist customers via phone, email, chat, and case management systems while navigating multiple platforms in real time.

This role is ideal for individuals who are dependable, detail-oriented, technically capable, and comfortable working in a structured, performance-driven call center environment. Advancement opportunities exist for employees who demonstrate reliability, accuracy, and strong performance.

What You'll Be Responsible For

You will manage inbound customer inquiries related to toll accounts, violations, payments, disputes, congestion pricing, and application status. The role also includes working suspended accounts, identifying account @types, accurately documenting service requests, and partnering with internal teams to ensure full resolution.

High standards for quality, attendance, and professionalism apply to every interaction.

Training & Attendance Requirements (Critical to Success)

Training begins April 8, 2026 and lasts approximately three weeks. Training hours are 8:30 AM-5:00 PM EST, Monday-Friday, with 100% mandatory attendance during training and nesting.

No time off, late arrivals, or early departures are permitted during this period. Two assessments must be passed during and at the conclusion of training to remain employed. Webcam use is required during training and may be required for coaching or meetings after training.

If you cannot fully commit to training requirements, this role will not be a fit.

Schedule & Availability

This position requires open availability within the following windows:

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

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

Employees work 8-hour shifts, 5 days per week, on rotating schedules. Every other Saturday is required and counts as a scheduled workday. Schedules may change based on business needs, and extended hours may be required during peak call volume. Overtime is paid for hours worked over 40 in a workweek.

Compensation & Benefits

Training is paid. Benefits eligibility begins after successful completion of a 90-day probationary period.

Equipment & Remote Work Requirements

DVS provides all required equipment, including a computer, monitor, headset, webcam, and peripherals. Candidates must have reliable, high-speed hard-wired internet (Wi-Fi and satellite are not permitted) and a private, dedicated workspace. Technical proficiency will be evaluated through an assessment and a live Microsoft Teams session.

Minimum Qualifications

A high school diploma is required (Associate degree or higher preferred), along with at least six months of customer service experience. Call center experience is strongly preferred. Candidates must be fluent in English, comfortable navigating multiple systems, able to troubleshoot basic technical issues, and able to meet strict attendance and scheduling expectations. Background check and drug screening are required at no cost to the candidate.

Ready to Apply?

This is a full-time, long-term position with advancement opportunities for individuals who demonstrate consistency, accountability, and strong performance. If you meet the qualifications and are prepared to complete all steps of the hiring process, we encourage you to apply.

Interviews begin: February 13, 2026Hiring closes: March 6, 2026Training begins: April 8, 2026

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

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