Customer Service Representative

Customer Service Representative - Technical

Disabled Veteran Solutions (DVS)
Pay: Competitive, Based on qualifications Status: Full-Time Regular (36-40 hours/week)
Location: Remote

Disabled Veteran Solutions (DVS) is a nationally recognized Service-Disabled Veteran Owned Small Business (SDVOSB) providing high-quality Business Process Outsourcing (BPO) services. We are committed to excellence, accountability, and service-both to our clients and to the employees who power our success. At DVS, we value professionalism, reliability, and a customer-first mindset.

The Customer Service Representative (CSR) role is responsible for delivering exceptional customer care and creating sustainable value for customers through phone, email, text, web chat, and case management interactions. This role supports a high-volume tolling services program and requires strong communication skills, attention to detail, and the ability to navigate multiple systems while delivering accurate, empathetic support.

Successful candidates are dependable, tech-savvy, customer-focused, and able to thrive in a structured, performance-driven call center environment.

Customer interactions may include, but are not limited to:

• Reviewing and updating toll account information
• Processing tolls, violations, and related inquiries
• Resolving toll charge disputes
• Assisting with congestion pricing questions
• Guiding customers through application status checks and walkthroughs

Additional responsibilities include:

• Managing a high volume of inbound inquiries in a timely and professional manner
• Working suspended customer accounts to bring them current while educating customers on best practices to maintain account standing
• Identifying different account types (e.g., residency-based, DMV-related) and ensuring proper routing or resolution
• Creating, documenting, and reviewing service requests accurately
• Collaborating with internal departments to ensure customer issues are fully resolved
• Delivering consistently high-quality customer service across all interactions

Training

Schedule:

• Training Start: 4/8/2026
• Training
  
  Hours:
  
  8:30 AM - 5:00 PM EST, Monday-Friday, 100% Mandatory Attendance for the duration of training
• Training Duration:
  Approximately 3 weeks

Webcam usage is required during training and production. Associates may be asked to be on camera for coaching sessions or team meetings.

Training and nesting (a supervised transition period into live customer interactions) are 100% mandatory
. Attendance is critical to success in this role.

• No time off, late arrivals, or early departures are permitted during training or nesting
• Failure to meet attendance requirements during training may result in termination
• Two assessments must be passed during and at the conclusion of training to meet employment requirements

• Open availability required Monday-Friday, 7:00 AM - 7:30 PM EST and Saturday - Sunday, 8:00 AM - 2:30 PM EST
• Employees are Scheduled a regular 8 hour shift, 5 days per week within the week on rotation,
  Every other Saturday required (counted as one of the 5 scheduled days)

Production

Hours:

• Monday-Friday:
  Between 7:00 AM - 7:30 PM EST
• Saturday & Sunday:
  Between 8:00 AM - 2:30 PM EST

Note:

Schedules are based on business needs and may change weekly. Shifts may vary day-to-day. If assigned the last shift of the evening, extended hours may be required based on call volume. Overtime is paid for hours worked over 40 in a workweek.

• Paid training at the applicable hourly rate
• Benefits after 90 Day Probationary period is completed

• A Company-issued computer, Monitor, Mouse, Keyboard, Webcam and headset will be provided for performing job functions.

Candidates must have:

• Reliable, high-speed internet (hard-wired via Ethernet; Wi-Fi and satellite internet are not permitted)
• A private, dedicated workspace suitable for remote work

Candidates will be required to demonstrate computer proficiency through an assessment and a live Microsoft Teams session.

• High school diploma required, Associate…