Call Center Representative

Description

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

• 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

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 of the US living in Idaho
• Must have at least a high school diploma or equivalent; associate degree or higher preferred

Job Details (what you will be doing)

The Call Center Representative will provide support to Idaho residents participating in benefit programs, specifically those subject to work requirements. This role involves guiding 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

Work Environment:

• Remote and on-site call center setting (location specifics will be discussed if selected to interview)
• Hybrid opportunity - You will work from home 4 days a week and in person at a state office one day per week
• Must reside within a 30 minute commute of Boise, Meridian or Nampa

Training

• Training provided on state benefit policies, E&T procedures, and call handling systems
• Training date and time: TBD

Shifts

• Agents must be available to work at least 40 hours per week within the hours of operation noted below
• Structured shifts with scheduled breaks

Hours of operation for the client

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

Pay Rate

• $15.00 per hour plus benefits
• This is a W2 (employee) position
• We are paid biweekly via direct deposit
• All mandatory events are paid

Employee Benefits

• Accrued paid time Off (PTO)
• Sick time
• Health and Medical/Dental insurance plans are available after 60 days worked

Technical Requirements

• Desktop (preferred) or a true laptop; Apple/Mac, Tablets or Smart devices, Windows Mini PCs, Chromebook, Notebooks and Android systems are NOT compatible
• Operating system - Windows 11
• US based Internet service provider (ISP); NO T-MOBILE HOME 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
• Must have an operational web cam
• A second monitor is not required, but strongly recommended

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 ONLY AVAILABLE TO IDAHO RESIDENCE AT THIS TIME