Direct Interactions

Call Center Representative

Direct Interactions

full-time

Posted on:

Origin:  • 🇺🇸 United States • Idaho

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Job Level

Mid-LevelSenior

Tech Stack

AndroidJavaScript

About the role

  • 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

Requirements

  • MUST RESIDE IN IDAHO (if you do not reside in Idaho, your application will not be viewed) 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 listening skills and is attentive to the needs of those you will be assisting 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 show empathy for those that may be frustrated or anxious Experience in customer service, social services, or call center environments Familiarity with public assistance programs preferred Ability to handle sensitive information with professionalism Bilingual skills (especially Spanish) are highly desirable 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 of the US living in Idaho Must have at least a high school diploma or equivalent; associate degree or higher preferred USB wired headset with noise-canceling microphone Must have an operational web cam High-speed Internet via a hard wired ethernet connection, no Wi-Fi, satellite or cellular hotspot or cellular internet US based Internet service provider (ISP); NO T-MOBILE HOME INTERNET Operating system – Windows 11 Desktop (preferred) or a true laptop; Apple/Mac, Tablets or Smart devices, Windows Mini PCs, Chromebook, Notebooks and Android systems are NOT compatible 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.