TeleSolv Consulting has an opportunity to support a state government program as an On-Call Contact Center Representative. This position is on an as-needed basis and hours will vary based on program demand. This is a remote role, and all applicants must be willing/able to work various shifts between 7 am and 7 pm covering Eastern Time Zones in the US. Candidates will work directly with the public, handling inquiries, handling inbound inquiries via phone, email, and chat in a timely and professional manner. This person must possess a reliable laptop or computer and with hardwire connection to consider for this role. Responsibilities: • Provide courteous, prompt, and accurate responses to public inquiries in accordance with established protocols and procedures. • Handle inbound inquiries via phone, email, and chat in a timely and professional manner. • Share only approved and verified information and ensure all communications comply with program and company policies. • Accurately document all customer interactions in the designated system for tracking and auditing purposes. • Stay current on changes to procedures, FAQs, and program-related information. • Collaborate with internal teams to escalate and resolve inquiries that fall outside standard support scope. • Maintain confidentiality and follow all required data privacy and security guidelines during customer interactions. Qualifications: • Prior high-volume contact center or customer service experience required. • Experience working in a virtual or remote environment is a plus. • Strong verbal and written communication skills. • Ability to follow scripts and established procedures accurately. • Strong attention to detail and documentation skills. • Ability to work effectively in a fast-paced, public-facing environment. • Ability to maintain confidentiality and comply with data protection requirements.