Customer Service Representative

Title: Customer Service Representative

Location: Reston United States

Job Description:

We are looking for compassionate customer service professionals who want to help others. English and bilingual English/Spanish positions are available.

At ICF, our work is driven by a commitment to solving meaningful challenges and supporting the people and communities we serve. We are seeking self-motivated, professional, and empathetic individuals to join our team of Customer Advocates in a remote role.

This position is well suited for individuals interested in customer service, entry-level social work, human services, advocacy, or related fields, particularly those seeking hands-on experience supporting vulnerable populations. Customer Advocates provide support to older Americans who may be victims of financial fraud and help connect callers with information, guidance, and next steps based on approved program resources.

The ideal candidate is respectful, courteous, eager to learn, comfortable working in a structured environment, and committed to providing high-quality support to callers. Technical and program-specific training will be provided.

Candidates must be available to work assigned shifts during the program's operating hours of 10:00 a.m. to 6:00 p.m. ET.

Key Responsibilities Include:

• Respond to customer inquiries and requests for information using approved reference guides, policies, and procedures.
• Provide professional, empathetic support to callers and accurately document customer interactions.
• Actively listen to customers, identify their needs, and take initiative to help determine appropriate next steps.
• Complete follow-up commitments, including scheduled call backs, in a timely manner.
• Identify and help resolve customer issues professionally, collaborating with team members and cross-functional partners as appropriate.
• Perform assigned duties with minimal day-to-day supervision while contributing to a team-oriented, problem-solving environment.
• Follow all company and program policies, procedures, and guidelines.
• Maintain confidentiality of company, program, and customer information.
• Ability to work assigned shifts during program operating hours of 10:00 a.m. to 6:00 p.m. ET.
• Ability to maintain confidentiality and handle sensitive customer information appropriately.
• No financial or other potential conflicts of interest that would impair the ability to provide fair and unbiased assistance to callers.
• Strong oral and written communication skills.
• Professional interpersonal skills, including courtesy, empathy, respect, and a cooperative attitude.
• Ability to work with minimal day-to-day direction in a remote environment.
• Ability to use a computer, navigate multiple systems, and document information accurately.
• Ability to follow approved policies, procedures, scripts, reference guides, and program guidance.

Required Qualifications

• High school diploma or equivalent.
• Ability to successfully pass required criminal background checks.

Preferred Qualifications

• Bilingual English/Spanish communication skills.
• Previous customer service experience, preferably in a call center, contact center, social services, human services, advocacy, or similar environment.
• College coursework or a degree in Social Work, Psychology, Human Services, Sociology, Counseling, Criminal Justice, Gerontology, or a related field.
• Experience supporting older adults, vulnerable populations, victims of fraud, or individuals in crisis or stressful situations.
• Demonstrated interest in social work, human services, advocacy, public service, or related career paths.
• Experience working remotely in a structured, production-based environment. Strong problem-solving skills and comfort collaborating with team members to resolve customer needs.

Working at ICF

ICF is a global advisory and technology services provider, but we're not your typical consultants. We combine unmatched expertise with cutting-edge technology to help clients solve their most complex challenges, navigate change, and shape the future.

We can only solve the world's toughest challenges by building a workplace that allows everyone to thrive. We are an equal opportunity employer. Together, our employees are empowered to share their expertise and collaborate with others to achieve personal and professional goals. For more information, please read our EEO policy.

We will consider for employment qualified applicants with arrest and conviction records.

Reasonable Accommodations are available, including, but not limited to, for disabled veterans, individuals with disabilities, and individuals with sincerely held religious beliefs, in all phases of the application and employment process. To request an accommodation, please email Candidateaccommodation@icf.com and we will be happy to assist. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.

Read more about workplace discrimination rights or our benefit offerings which are included in the Transparency in (Benefits) Coverage Act.

Candidate AI Usage Policy

At ICF, we are committed to ensuring a fair interview process for all candidates based on their own skills and knowledge. As part of this commitment, the use of artificial intelligence (AI) tools to generate or assist with responses during interviews (whether in-person or virtual) is not permitted. This policy is in place to maintain the integrity and authenticity of the interview process.

However, we understand that some candidates may require accommodation that involves the use of AI. If such an accommodation is needed, candidates are instructed to contact us in advance at candidateaccommodation@icf.com. We are dedicated to providing the necessary support to ensure that all candidates have an equal opportunity to succeed.

Pay Range - There are multiple factors that are considered in determining final pay for a position, including, but not limited to, relevant work experience, skills, certifications and competencies that align to the specified role, geographic location, education and certifications as well as contract provisions regarding labor categories that are specific to the position.

The pay range for this position based on full-time employment is:

$31,422.00 - $53,417.00

Nationwide Remote Office (US99)