Direct Interactions

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