Direct Interactions

Customer Support

• Process, navigate and research unemployment insurance claims
• Answer incoming calls via computer software and assist customers with complex issues regarding 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

Customer Service Specialist

Community Manager

• As a Community Navigation Specialist, your main responsibility will be to assist individuals in need by answering calls on the 211 information and resource hotline.
• Answering incoming calls and effectively connecting callers to a wide range of health and human services using established procedures.
• Providing compassionate and kind customer service while actively listening to callers' needs.
• Reaching out to individuals in crisis and in need of advocacy assistance, going beyond basic referrals to provide essential support.
• Documenting call information to facilitate follow-up, community and program planning, human service data management, and evaluations.
• Making follow-up calls to ensure the quality of services provided, and to improve access to community resources for high-risk individuals identified by the Resource Center Coordinator.
• Handling multiple responsibilities simultaneously and demonstrating listening skills, empathy, and compassion to callers in need.

Community Navigation Specialist

Account Executive

• Respond promptly to inquiries from potential clients via email, text, and phone
• Recommend top-rated services and explain benefits to clients
• Schedule appointments and handle reservation confirmations
• Provide top-notch customer service and accurate, concise information using company tools
• Make outbound calls to capitalize on incoming leads
• Utilize the company’s proven sales process to close sales
• Handle service changes and add-ons in a timely manner
• Attend and complete virtual training (orientation, training & nesting) with 100% attendance
• Maintain punctuality and proper shift coverage; work nights and weekends as required

Inside Sales Representative

Call Center Representative

Headquartered in Seattle, Direct Interactions runs contact centers across the country with a team of American representatives.
• Provide support to Idaho residents participating in benefit programs, specifically those subject to work requirements.
• Guide clients through the Employment & Training (E&T) program, helping them understand eligibility, compliance, and available resources to maintain their benefits and achieve self-sufficiency.
• Respond to inbound calls from benefit recipients regarding work requirements, exemptions, and E&T program participation
• Explain the criteria for Able-Bodied Adults Without Dependents (ABAWD) and general work requirements
• Assist callers with referrals to career coaches and services such as resume building, GED programs, job search and support vouchers
• Provide accurate information about exemptions (e.g., disability, pregnancy, caregiving responsibilities) and help clients submit documentation
• Maintain detailed records of interactions in the case management system while ensuring confidentiality
• Escalate complex or urgent cases to supervisors or specialized support teams
• Meet performance metrics including call quality, resolution rate, and customer satisfaction
• Hybrid opportunity - work from home 4 days a week and in person at a state office one day per week
• Work environment: Remote and on-site call center setting
• Training provided on state benefit policies, E&T procedures, and call handling systems