Customer Service Representative - October 2026 Start - Inbound Only

Principle Choice Solutions (PCS) is dedicated to supporting Veterans by providing essential information and assistance through a fully remote call center position. The Inbound Call Center Representative will engage with callers, help solve their queries, and ensure a positive experience while maintaining documentation and performance standards.

Responsibilities:

• Answering incoming calls in a professional and friendly manner
• Assisting Veterans and providers with questions regarding services and support programs
• Researching information and helping callers find solutions
• Documenting call details accurately within multiple systems
• Providing exceptional customer experience on every interaction
• Building positive relationships through empathy, patience, and problem-solving
• Meeting quality and performance expectations while maintaining accuracy
• Collaborating with teammates and leadership to continuously improve service delivery

Requirements:

• U.S. Citizenship (work sponsorship not available)
• Two forms of valid identification (one must be a REAL ID-compliant or U.S. Passport)
• Ability to obtain and maintain a VA government background investigation
• Excellent customer service and communication skills
• Strong problem-solving abilities
• Ability to work independently and as part of a team
• Ability to ensure end-of-day coverage by remaining on duty until all calls in the queue are resolved. This may require staying beyond your scheduled shift when assigned to closing coverage and may result in overtime
• 1+ year of call center experience
• Customer service experience
• Experience in healthcare, insurance, government services, or related support environments
• Experience handling a high volume of inbound calls