TP Government Services, driven by Senture delivers high-quality inbound and outbound customer care support for a wide range of federal, state, and commercial clients. We take pride in providing exceptional service—and just as importantly, in supporting and valuing our employees.

Schedule:

• Hours of operation are 24X7X365
• Candidates should be flexible

Important Details:

• This position requires public trust clearance
• Extensive federal background check and fingerprinting may be required

Work From Home:
This is a remote position, and Senture provides all necessary equipment.

Pay:

• High school diploma or General Education Development (GED) certificate required.
• Must be a U.S. Citizen or Permanent Resident.
• Minimum of two (2) years of customer service experience, preferably in a contact center or telephone support environment.
• Demonstrated proficiency in the English language, including verbal and written communication.
• Strong customer service and interpersonal skills.
• Ability to successfully pass background investigation and drug screen
• Proficient keyboarding and data entry skills.
• Basic computer proficiency, including the ability to navigate multiple systems and applications simultaneously.

Core Competencies

• Excellent oral and written communication skills with the ability to convey clear and accurate information.
• Ability to manage call flow, control inquiries, and effectively balance customer needs with productivity expectations.
• Skilled in handling customer inquiries professionally, courteously, and efficiently, including sensitive, crisis, and challenging interactions.
• Strong active listening skills with the ability to demonstrate empathy and build rapport with customers.
• Ability to exercise sound judgment, discretion, and sensitivity when handling confidential information.
• Strong problem-solving and critical-thinking skills with the ability to assess customer needs and identify appropriate resolutions.
• Ability to accurately gather, document, and maintain customer information in designated systems.
• Effective call control and de-escalation skills.
• Proficiency in internet research and information retrieval.
• Ability to follow established procedures, accept coaching and direction, and work effectively in a team environment.
• Adaptability to support multiple programs, communication channels, and changing business needs.
• Commitment to quality, accuracy, customer satisfaction, and continuous improvement.

• Respond to customer inquiries through multiple communication channels, including phone, email, text, chat, IVR/self-service tools, and other assigned platforms.
• Provide clear, accurate information using approved knowledge-base articles, standard operating procedures, and work instructions.
• Deliver Tier 1 customer support, including information services, referrals, order intake and fulfillment, comments and complaints handling, service requests, emergency inquiry support, and escalation routing.
• Accurately document customer information, cases, and interactions in designated systems and route inquiries to the appropriate support channels when needed.
• Assess customer needs, resolve inquiries within established authority, and escalate unresolved issues in accordance with program procedures.
• Handle crisis, emergency, sensitive, confidential, or challenging customer interactions professionally and with discretion.
• Meet established standards for call handling, service quality, response times, accuracy, documentation, and customer satisfaction.
• Complete required cross-training across programs, services, and communication channels to support operational needs.
• Participate in required training, coaching, quality assurance monitoring, and performance improvement activities.
• Work assigned shifts within a 24x7x365 customer support environment serving multiple programs and service lines.
• Shift and schedule adherence