Customer Service Representative

VetClaims.ai is hiring Customer Support Representatives to assist veterans with questions, concerns, and service-related needs. The role provides accurate, respectful support through approved communication channels, resolves and documents customer issues, and coordinates or escalates matters as needed.

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

Requirements:

• 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
• 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