{"id":3293570,"url":"https://alion.io/job/infinite-customer-care-executive","title":"Customer Care Executive","company":{"id":1886342,"name":"Infinite Computer Solutions","domain":"infinite.com","url":"https://alion.io/company/infinite-com","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"BrassRing","truth_index":{"grade":"B","score":75,"open_postings":31,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":30,"computed_at":"2026-11-02T06:13:15Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"junior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":36000,"max_usd":68000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":1280},"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Computer Use","optional":false},{"name":"Microsoft Office","optional":false},{"name":"Outlook","optional":false}],"status":"live","first_seen_at":"2026-10-01T00:00:00Z","employer_posted_date":"2026-10-26","last_verified_at":"2026-11-02T14:08:37Z","board_verified":true,"closed_at":null,"days_open":32,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":32},"description":"Customer Service Agent/Representative - Remote\nWork Timing: 4 AM PST to 10:00 PM PST (Monday - Saturday) 8-hour Shift\nNote: The first 2 weeks consist of a mandatory training period being held Monday through Friday from 9am EST to 5:30pm EST. Training is conducted via zoom and requires daily on-screen participation in your personal workspace with a strong internet connection. Attendance is mandatory for graduation. Participants MUST always remain on camera for the entirety of training period each day. Professional attire is always expected with no background distractions or interruptions.\nPosition Overview\nThe Customer Service Agent/Representative (CSR) is a pivotal role within the Contact Center, serving as a primary point of contact for Veterans calling about their VA Medical Disability Examination (MDE) - also known as a Compensation and Pension (C&P) exam. In this role, the CSR primarily handles inbound calls (and may support other channels such as email and chat) to schedule and reschedule appointments, provide general assistance related to the program process and Veteran-facing portal, and resolve or appropriately escalate inquiries in accordance with established guidelines and policies. The CSR uses required systems-including telephone platforms, internal/external websites, and a case management/Customer Relationship Management (CRM) system-to document interactions and complete transactions accurately, courteously, and on time.\nKey Responsibilities (Essential Functions)\nAnswer inbound calls in a courteous, timely, and professional manner, following established guidelines and policies.\nSchedule and reschedule C&P exam appointments, confirming required details and next steps.\nProvide general support related to the program process and navigation of the Veteran-facing portal.\nMake outbound calls as needed (e.g., follow-ups, confirmations, information verification).\nInvestigate, resolve, or escalate inquiries within required timeframes using the established escalation process.\nAccurately document interactions in the CRM/case management system (e.g., notes, dispositions, and supporting details).\nFollow Standard Operating Procedures (SOPs), policies, privacy expectations, and quality standards for each interaction.\nUse approved resources (e.g., knowledge base, FAQs, training materials) to research and provide accurate information.\nMaintain up-to-date knowledge of process changes, policy updates, and workflow modifications.\nAdhere to assigned work schedule and attendance requirements; may be required to work weekends and holidays.\nPerform other duties as assigned to support Contact Center operations.\nRequired Qualifications\nEducation: High school diploma or GED required (Associate’s degree preferred).\nExperience: 2-3 years of customer service, preferably in a contact center.\nLanguage: Ability to read and speak English clearly, professionally, and fluently.\nRequired Skills & Abilities\nStrong customer service, empathy, and de-escalation skills.\nAbility to multi-task across phone and computer systems while maintaining accuracy.\nClear verbal communication, strong typing, and thorough documentation skills.\nStrong attention to detail and ability to follow structured workflows and escalation paths.\nAdaptability to changing priorities, processes, and guidance.\nAbility to incorporate coaching and feedback.\nProficiency in Microsoft Office Teams and Outlook.\nBasic computer literacy and ability to troubleshoot common technical issues like internet connectivity, browser issues, or password resets.\nQuality & Performance Expectations\nMeet established quality, compliance, and documentation standards.\nDemonstrate professionalism and confidentiality while supporting Veterans.\nWork Environment & Schedule\nContact Center role requiring extended periods of headset and computer use.\nFrequent data entry and on-screen navigation while on calls.\nSchedule adherence required; 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