Customer Support Representative

Department:Customer Support
Work Environment: Remote
Employment Type: Full-Time | Non-Exempt
Reports To: Customer Support Team Lead

Position Summary

is seeking experienced, customer-focused Customer Support Representatives to assist veterans and prospective customers with questions, concerns, account inquiries, and service-related needs. This position supports various Customer Support functions, including customer communications, case management, issue resolution, appeals-related administrative support, and social media engagement.

The ideal candidate has proven professional customer service experience and hands-on proficiency using CRM platforms such as HubSpot, Salesforce, Zendesk, or similar systems. Ideal candidates have experience managing customer inquiries, resolving complaints, documenting interactions, and handling multiple cases or tickets in a fast-paced business environment. Strong communication, problem-solving, multitasking, and de-escalation skills are essential. We are seeking individuals who can confidently navigate multiple information systems, applications, and CRM platforms while taking ownership of customer concerns, resolving issues efficiently, and consistently delivering high-quality service with minimal supervision.

Essential Duties and Responsibilities

• Utilize CRM platforms, such as HubSpot or similar systems, respond to customer inquiries across phone, email, social media, and other approved communication channels while documenting interactions, managing tickets, tracking case statuses, and completing follow-ups.
• Provide accurate information, resolve concerns, explain approved processes, and communicate clear next steps.
• Handle difficult conversations professionally, demonstrate empathy, and apply effective de-escalation techniques.
• Research customer accounts, investigate complaints, troubleshoot issues, and manage assigned cases through resolution or appropriate escalation.
• Coordinate with internal departments, including Appeals, Resolutions, Quality Control, and other authorized teams.
• Assist with customer outreach, callbacks, referrals, and appeals-related administrative support as assigned.
• Maintain confidentiality, follow company policies and procedures, and protect sensitive customer information.
• Meet departmental expectations for productivity, quality, responsiveness, attendance, and accurate documentation.
• Participate in required training, coaching, and quality assurance reviews.

Minimum Qualifications

• High school diploma or equivalent.
• Minimum 1 year of professional customer service experience, preferably in a business support, call center, or customer-facing environment.
• Experience using CRM platforms, ticketing systems, or customer management software.
• Strong verbal and written communication, problem-solving, multitasking, and organizational skills.
• Ability to manage customer concerns, navigate multiple systems, and maintain professionalism during difficult interactions.
• Ability to work independently, prioritize responsibilities, and follow established procedures in a remote environment.
• Reliable internet access and a suitable remote workspace.

Preferred Qualifications

• 2+ years of professional customer service or customer support experience.
• Hands-on experience with HubSpot, Salesforce, Zendesk, or similar CRM platforms.
• Experience with customer complaints, escalations, case management, customer outreach, or high-volume support environments.
• Familiarity with VA disability claims, appeals, or veteran-related services.
• Military veteran or prior experience working with veterans, military personnel, or veteran-focused organizations preferred, but not required.

Training and Departmental Assignment

New hires will complete required onboarding and training covering company services, CRM systems, customer communication, case management, documentation, and company procedures. Representatives may be assigned to different Customer Support functions based on demonstrated skills, training performance, and operational needs. Additional training will be provided as necessary.

Performance Expectations

Representatives are expected to deliver professional, accurate, and timely customer service; maintain complete CRM documentation; manage assigned workloads and follow-ups; demonstrate accountability and sound judgment; and meet established departmental quality, productivity, attendance, and compliance standards. Performance will be evaluated based on assigned responsibilities, workload, service quality, and operational expectations.

Equal Employment Opportunity

is an Equal Opportunity Employer. Employment decisions are made without regard to any characteristic protected by applicable law.

Additional Information:This description outlines the general responsibilities of the Customer Support Representative position. Specific duties, assignments, schedules, and performance expectations may vary based on departmental and operational needs.

Benefits

• Fully Remote Work Environment
• Medical, Dental, and Vision Insurance
• 401(k) Retirement Plan