Customer Service Representative

CUSTOMER SUPPORT REPRESENTATIVE

Job Requisition

Department: Customer Support

Position: Customer Support Representative

Work Environment: Remote

Employment Type: Full-Time

Reports To: Assigned Customer Support Team Lead

Position Summary:

VetClaims.ai is seeking Customer Support Representatives to assist veterans with questions, concerns, and service-related needs. New hires complete initial training before assignment to

the Customer Support team based on demonstrated skills, training performance, and company needs. Representatives provide accurate, respectful assistance through approved phone, email,

tickets, and other communication channels.

Essential Duties and Responsibilities:

• Respond to veteran questions and concerns through assigned communication channels; provide accurate information and clear next steps.
• Listen actively, review available account information, research concerns, and work toward appropriate solutions.
• Maintain professional, empathetic communication and use de-escalation skills when needed.
• Ability to troubleshoot and problem solve customer issues through multiple systems.
• Use communication channels effectively and efficiently.
• Document interactions, actions, and follow-ups accurately in approved systems.
• Manage assigned calls, tickets, cases, or customer interactions and complete required follow-up.
• Maintain composure in stressful situations and interactions with our customers.
• Ability to de-escalate upset customers and resolve customer concerns.
• Follow instructions and proper case management procedures.
• Coordinate with other teams and route or escalate matters beyond assigned authority.
• Protect confidential information and follow verification, privacy, security, and company procedures.
• Meet applicable quality, attendance, productivity, and training expectations.

Minimum Qualifications:

• High school diploma or equivalent.
• 1+ year of experience in customer service, call centers, administrative support, case management, or related work.
• Strong verbal and written communication, active listening, problem-solving, and organizational skills.
• Basic computer skills and ability to learn customer support and CRM systems.
• Ability to remain professional during difficult conversations and handle sensitive information appropriately.
• Ability to work independently, manage competing priorities, and follow established procedures in a remote setting.
• Access to reliable and secure internet.

Preferred Qualifications:

• Experience supporting veterans or working in veteran-focused services.
• Familiarity with CRM, ticketing, phone, or social media support tools.
• Experience with complaints, escalations, outreach, or complex customer issues.

Training and Placement:

Initial training covers company services and procedures, communication, veteran engagement, de-escalation, documentation, privacy and security, support systems, routing, and follow-up.

Employees will be evaluated for team placement after training; team-specific training will be provided as needed.

Performance Expectations:

Representatives must demonstrate quality, accountability, empathy, sound judgment, teamwork, adaptability, and ownership of assigned work; maintain reliable attendance and accurate

records; follow leadership direction; and meet the standards applicable to their assigned team.

Remote Work Requirements:

Maintain reliable internet service and a suitable workspace; use approved systems and

communication tools; protect customer information; and remain available during assigned work

hours and training.

Equal Employment Opportunity:

VetClaims.ai is an equal opportunity employer. Employment decisions are made without regard to legally protected characteristics, consistent with applicable law.

Additional Information:

This description summarizes the general Customer Support Representative role. Specific duties, schedules, reporting relationships, and responsibilities may vary by team and operational

needs, consistent with applicable law and company policies.