Customer Service Representative

Headquartered in Seattle, Direct Interactions runs contact centers across the country with a team of American representatives. Our commitment to social responsibility is reflected in our business practices, as we offer work\-from\-home opportunities to a diverse range of individuals, including those with disabilities, veterans, and military spouses. Direct Interactions collaborates with organizations to enhance public service by implementing innovative strategies and nurturing teams of empathetic individuals who leverage their personal experiences to guide others through complex challenges, resulting in tangible improvements in outcomes.

At Direct Interactions, our team is comprised of some of the most compassionate and skilled contact center professionals in the nation. By joining us, you will have the opportunity to positively impact the lives of individuals in need, knowing that your efforts have made a meaningful difference. Whether you have ample experience in contact centers or are just beginning your journey in this field, we are eager to get to know you better! Our focus is on the well\-being of both our clients and our team members, recognizing that work is a significant part of life. Become a part of the DI family, where you can strike a balance between work and personal life. Collaborating with various organizations and states, we deliver top\-notch service to customers. Our flexible scheduling ensures that you can maintain a healthy work\-life equilibrium while contributing to our mission.

About the Position

The Customer Service Representative (CSR) is the first point of contact for individuals referred to Employment \& Training (E\&T) program for the Idaho Department of Health \& Welfare. CSRs guide participants through orientation, scheduling, program navigation, and proactive outreach to ensure compliance and prevent benefit loss. Utilizing DI's tech tools, CSRs deliver fast, accurate, and consistent support. This role is key to participant retention and program success statewide.

What’s Next?

To be considered, you must first be invited to go through our job tryout phase assessments (this correspondence will come via email if selected). Please ensure that you regularly check all your email inboxes to avoid missing any important correspondence or deadlines for response.

Requirements

• Candidates should reside in Idaho; those from neighboring states are welcome to apply
• Must maintain composure across a variety of customer and peer interactions, including handling frustrated or anxious participants with empathy and professionalism
• Experience working in a team environment, including cooperation with co\-workers and joint problem\-solving
• Strong listening skills and ability to make participants feel heard, respected, and supported
• Excellent verbal communication skills (grammar, pronunciation, tone) across phone, SMS, virtual platforms, and in\-person
• Strong ability to manage a high volume of participant contacts, follow\-ups, and scheduling tasks while maintaining accuracy in documentation and data entry
• Ability to manage time effectively, prioritize tasks, and navigate multiple software systems simultaneously in a metrics\-driven environment
• Sound judgment in recognizing when a participant's situation requires escalation to a case manager or supervisor
• Proficient in using digital platforms, CRM systems, and multi\-channel communication tools as primary instruments of daily work
• Experience with or knowledge of SNAP, TANF, Medicaid, SNAP E\&T, or similar public benefits programs preferred
• Familiarity with trauma\-informed or motivational communication approaches is a plus
• Experience working in a metrics\-driven or quality\-monitored service environment is beneficial

Additional Requirements

• High school diploma or equivalent required; Associate's or Bachelor's degree in Social Work, Human Services, Communications, Public Administration, or a related field preferred
• Minimum 1 year of customer service, call center, or participant\-facing service experience, preferably in a government program, healthcare, social services, or benefits\-related setting
• Bilingual or multilingual candidates, particularly Spanish\-speaking, are strongly encouraged to apply
• Must pass a criminal background check paid for by us (Direct Interactions)
• Legally able to work in the United States

Job Details (what you will be doing)

As the first point of contact for participants referred to the E\&T program, you will provide a welcoming introduction and guide them through orientation, explaining participation requirements, exemptions, and reporting obligations. You will assist with scheduling appointments, manage confirmations and cancellations, and send reminders to ensure timely participation. You will offer live assistance via phone, SMS, and email, addressing inquiries and proactively reaching out to participants at risk of non\-compliance or losing benefits. Additionally, you will use the DI platform to track at\-risk participants, initiate outreach, and document all interactions in real time. You’ll ensure compliance with documentation standards, protect confidential information, and escalate complex cases when necessary. Your role will be key to ensuring participants stay engaged and meet program requirements.

• Serve as the first point of contact for participants referred to the E\&T program, providing an informative and welcoming introduction to program services, requirements, and expectations
• Conduct orientation sessions (via phone, SMS, or in person), explaining mandatory participation rules, exemptions, reporting obligations, and how to work with case managers
• Guide participants through accessing self\-service tools like the participant portal to track goals, request services, and monitor progress
• Manage scheduling tasks, including initial appointments, confirmations, cancellations, and rescheduling, ensuring all changes are documented in the DI platform
• Send and follow up on automated appointment reminders to reduce no\-show rates and keep participants on track with program requirements
• Provide timely, accurate responses to participant inquiries via phone, SMS, and email regarding program status, exemptions, reporting deadlines, and services
• Proactively reach out to participants at risk of losing benefits or missing reporting deadlines, using various communication channels (SMS, phone, IVR) to prompt re\-engagement
• Assist participants with limited digital access or language barriers, ensuring they understand program requirements and have support as needed
• Document all participant interactions in the DI CRM in real time, adhering to compliance, documentation, and quality assurance standards
• Identify and escalate compliance concerns, unusual situations, or policy exceptions to the appropriate team member for further resolution

Training

Training provided on state benefit policies, E\&T procedures, and call handling systems

* Orientation Date: Friday May 29, 2026, 2026 Time: TBD

* Training Date: Training will begin Monday, June 1, 2026, and will run for approx. four (4\) weeks. Time: TBD

* Go Live Date: Wednesday June 24, 2026

Dates and times are tentative and subject to change. Friday July 3, 2026 will be an off day.*

Shifts

• Agents must be available to work 30\+ hours per week

Hours of operation for the client

Monday\- Friday 8:00 am to 6:00 pm MST

This role may include occasional Saturdays.*

Pay Rate

• $16\.00 per hour
• This is a W2 (employee) position
• We are paid biweekly via direct deposit

Employee Benefits

• Accrued paid time Off (PTO)
• Sick time
• Health and Medical/Dental insurance plans are available after 60 days worked

Technical Requirements

• Desktop (preferred) or a true laptop; Apple/Mac, Tablets or Smart devices, Windows Mini PCs, Chromebook, Notebooks, Virtual PCs and Android systems are NOT compatible (Intel or AMD CPU).

* Operating system – Windows 11 *we no longer support Windows 10\.*

• Your computer must have at the minimum 8GB of RAM installed and a processor speed of 2\.00GHz or higher and can not be in S mode; Anything less will not work with the clients software.
• At least 25 Mbps Download Speed
• At least 3 Mbps Upload Speed
• \= 200ms Latency
• \= 50ms Jitter
• \= 1% Packet Loss
• 4\+ CPU Cores
• US based Internet service provider (ISP);
NO T\-MOBILE HOME INTERNET. NO 5G INTERNET.
• High\-speed Internet via a hard wired ethernet connection, no Wi\-Fi, satellite or cellular hotspot or cellular internet.
• USB wired headset with noise\-canceling microphone
• Must have an operational web cam
• Must have an operational smart phone
• A second monitor is not required, but strongly recommended.

Currently, Apple computers or tablets (Mac laptop, iPads or desktops), Windows Mini PCs/streaming laptops, Notebooks, Chromebook, and Android systems are NOT compatible with any of our client’s software.

• There are NEVER any fees associated with applying or working for Direct Interactions.