Remote Customer Service Specialist | $15 an Hour FT or PT

Headquartered in Seattle, Direct Interactions runs contact centers across the country with a team of American representatives. Our commitment to social responsibility is reflected in our business practices, as we offer work-from-home opportunities to a diverse range of individuals, including those with disabilities, veterans, and military spouses. Direct Interactions collaborates with organizations to enhance public service by implementing innovative strategies and nurturing teams of empathetic individuals who leverage their personal experiences to guide others through complex challenges, resulting in tangible improvements in outcomes.

At Direct Interactions, our team is comprised of some of the most compassionate and skilled contact center professionals in the nation. By joining us, you will have the opportunity to positively impact the lives of individuals in need, knowing that your efforts have made a meaningful difference. Whether you have ample experience in contact centers or are just beginning your journey in this field, we are eager to get to know you better! Our focus is on the well-being of both our clients and our team members, recognizing that work is a significant part of life. Become a part of the DI family, where you can strike a balance between work and personal life. Collaborating with various organizations and states, we deliver top-notch service to customers. Our flexible scheduling ensures that you can maintain a healthy work-life equilibrium while contributing to our mission.

What’s Next?

To be considered, you must first be invited to go through our job tryout phase assessments (this correspondence will come via email if selected). Please ensure that you regularly check all your email inboxes to avoid missing any important correspondence or deadlines for response.

Requirements

• Ohio residence preferred
• Must be a self-starter
• Must demonstrate a passion for providing outstanding service
• Must maintain composure across a variety of customer and peer interactions
• Experience working in a team environment (IE cooperating with co-workers, joint problem solving etc.)
• Routinely demonstrates strong listening skills and attentiveness to the needs of those you assist
• Excellent verbal communication skills including correct grammar and pronunciation along with tone and pitch
• Ability to remain calm under pressure in a fast-paced contact center environment
• Ability to remain calm while taking multiple consecutive calls
• Ability to show empathy for those that may be frustrated or anxious
• Ability to pay attention to detail and multitask while navigating multiple programs and handling diverse information
• Ability to use a computer quickly and accurately
• Must possess the ability to remain poised in high stress situations
• Must be willing to conquer goals and challenges
• Must type at least 30 WPM
• Ability to be flexible and handle changes efficiently
• Must be proficient in Excel, Word and Outlook Office products

Additional Requirements

• Must pass a criminal background check paid for by us (Direct Interactions)
• Legally able to work in the United States
• Must be a current resident living in the United States
• Must have a high school diploma or equivalent

Job Details (what you will be doing)

In this role, agents will be responsible for processing, navigating, and thoroughly researching unemployment insurance claims to ensure accuracy and compliance with established guidelines. You will respond to incoming customer calls, providing clear, comprehensive support to individuals navigating complex or sensitive unemployment matters. The agent will routinely access and analyze information across multiple databases to investigate claim details, verify documentation, and resolve discrepancies or concerns. Maintaining professionalism and composure is essential, particularly during escalated or high-pressure interactions, as you will be expected to de-escalate concerns and guide conversations toward fair and appropriate resolutions. The agent must operate with a high level of accuracy and efficiency in a fast-paced environment, often managing multiple responsibilities simultaneously. This is a challenging role that can be emotionally charged, and requires strong critical thinking and resilience. We are seeking professionals that are ready for a challenge and who are adaptable, solutions oriented, and motivated to make a meaningful difference in the lives of those they serve.

• Process, navigate and research unemployment insurance claims
• Answer incoming calls via computer software and assist customers with complex issues regrading their specific situation
• Research information in databases to resolve complex customer issues
• Maintain composure in escalated situations
• Operate accurately and efficiently in a fast-paced environment
• Handle multiple responsibilities at one time
• Work through challenging situations to find an acceptable outcome

Training

• Training is done virtually and will consist of virtual instructor led and self-paced learning
• You must first attend a mandatory tech set up with our IT team where you will be loading the clients software onto your PC. This is mandatory and can not be missed.
• Next, you will be invited to an orientation session (1 hour)
• Orientation, training & nesting spans across 9 days and is all paid
• 100% attendance is required in all phases of the on-boarding process (orientation, training & nesting are mandatory)

Orientation/Training Schedule

Orientation

• Date: TBD
• Time: TBD  (1 hour session)

Training Dates week 1

Training Dates week 2

(More information about the times of the 2nd week of training will be discussed in class)

*we are letting you know beforehand what a training schedule may look like and dates and times are subject to change

Shifts

• Agents must be available to work at least 20 hours per week within the hours of operation noted below

Hours of operation for the client

Monday- Friday 8:00 am to 5:00 pm EST

• At least 20 hours per week are required (you select when you can work with the exception of Monday)
• This role is considered part time seasonal with the opportunity for full time, based on business needs

**8 HOURS WORKED ARE REQUIRED EVERY MONDAY NO EXCEPTIONS**

if a holiday falls on a Monday, the 8 hours become mandatory on the following Tuesday

Pay Rate

• $15.00 per hour
• This is a W2 (employee) position
• We are paid biweekly via direct deposit
• All mandatory events are paid (orientation, pre arrival learning, training & nesting)

Employee Benefits

• Accrued paid time Off (PTO)
• Sick time

Technical Requirements

Please note that we verify computer specifications as part of the hiring process. Before applying, please ensure that your PC meets the minimum system requirements as listed below.

• Desktop (preferred) or a true laptop; Apple/Mac, Tablets or Smart devices, Windows Mini PCs, Chromebook, Notebooks, Virtual PCs and Android systems are NOT compatible (Intel or AMD CPU)
• Operating system – Windows 11 we no longer support Windows 10
• Your computer must have at the minimum 8GB of RAM installed and a processor speed of 2.00GHz or higher and can not be in S mode; Anything less will not work with the clients software
• At least 25 Mbps Download Speed
• At least 3 Mbps Upload Speed
• = 200ms Latency
• = 50ms Jitter
• = 1% Packet Loss
• 4+ CPU Cores
• US based Internet service provider (ISP); NO T-MOBILE HOME INTERNET. NO 5G INTERNET
• High-speed Internet via a hard wired ethernet connection, no Wi-Fi, satellite or cellular hotspot or cellular internet
• USB wired headset with noise-canceling microphone
• A smart phone that is less than 3 years old that you are able to install our required software on for multifactor authentication (used for our programs authentication process and not for work)
• Must have an operational web cam
• A second monitor is not required, but strongly recommended

*If you are selected, your offer is contingent upon successfully completing and passing a background check and a technical assessment of your PC performed by our IT team.

Currently, Apple computers or tablets (Mac laptop, iPads or desktops), Windows Mini PCs/streaming laptops, Notebooks, Chromebook, and Android systems are NOT compatible with any of our client’s software.

*There are NEVER any fees associated with applying or working for Direct Interactions.

THIS OPPORTUNITY IS NOT AVAILABLE IN CALIFORNIA, WASHINGTON, WASHINGTON DC, ILLINOIS, CONNECTICUT OR NEW YORK AT THIS TIME

URL: https://www.paycomonline.net/v4/ats/web.php/portal/1CD312D627E7E38541FC9B65F64D4681/jobs/56807

Tagged as: Full Time, Part Time, Remote