Customer Service Representative Response Operator

Location: Remote in Brownsville TX; Oakland FL; and Wichita KS only

Customer Service Representative (Response Operator)

Systems Integration Inc. (SII) is a leading provider of customer experience cloud-based services and managed information technology solutions. We are seeking a Customer Service Representative (Response Operator) to support contact center operations. The role answers and returns telephone calls processes voicemail email and fax contacts instructs customers on using the applicable online portal redirects matters outside the contact centers scope to appropriate resources and protects customer anonymity confidentiality and personally identifiable information while following approved policies and procedures.

Key Responsibilities:

• Answer live hotline calls during Government business hours 10:00 a.m. to 6:00 p.m. Eastern Time Monday through Friday excluding Federal holidays.

• Review incoming submissions for completeness urgency and required follow-up information.

• Provide professional written responses using approved templates scripts and program guidance.

• Accurately enter update and maintain case information in designated systems.

• Categorize and route inquiries complaints referrals and records to the appropriate team or authority.

• Identify sensitive urgent or escalated matters and notify supervisors according to protocol.

• Maintain confidentiality of personally identifiable information case details and government records.

• Track response deadlines pending actions and unresolved submissions.

• Follow quality assurance standards for grammar tone accuracy and documentation.

• Support reporting status updates and administrative tasks as assigned.

Qualifications:

• Ability to obtain or maintain the required T4 High Risk Public Trust clearance as required by the contract.
• U.S. citizenship required

• High school diploma or equivalent required.

• Customer service call center help desk data entry administrative or government support experience.

• Strong written communication skills and attention to detail.

• Ability to handle sensitive or confidential information with discretion.

• Proficiency with Microsoft Office online portals email and case management systems.

• Ability to follow scripts standard operating procedures and escalation guidance.

• Strong organizational skills and ability to manage multiple tasks in a deadline-driven environment.
• Experience or familiarity with hotline processing related to federal law enforcement Offices of Inspector General government programs compliance or investigations.
• Familiarity with records handling privacy requirements and secure data entry.
• Ability to remain calm professional and objective when handling sensitive topics.
• Familiarity with fraud waste abuse mismanagement privacy or record-handling environments preferred.
• Strong typing proofreading documentation and organizational skills.
• Ability to recognize urgent sensitive duplicate incomplete or misdirected submissions.

Required Experience:

Unclear Seniority