Customer Service Representative

Job Overview

Contract to Hire position based out of Winchester, VA. 100% onsite during training period (7/13) then hybrid. Training hours: 9:00 AM–5:30 PM. Start dates: 7/13.

• 15 working days of instructor‑led training M‑F, 9:00‑5:30 AM EST.
• 10‑11 days of trainer‑led instruction, on‑the‑job training, and 5 days of field exercises on the phone.
• Approximately 10 business days after completion of training then 12–15 days of bridge training. Successful completion required for conversion to full‑time.
• After training, 10 days of nesting (taking calls, hourly debriefs, procedural guidance). After nesting, you will work your assigned shift and schedule.

• Mon‑Sat or Sun‑Fri Flex schedule. Start times 11:00‑2:00 PM.
• Shift open to weekend work (Saturday or Sunday).
• Schedule released 2 weeks ahead.

• Handle back‑to‑back inbound calls, navigating two monitors and multiple programs to assist members with consumer loan related requests.
• Provide excellent service to company account holders, resolve needs quickly, and use active listening and communication skills.
• Maintain workstation with adequate space for two monitors, phone, keyboard, mouse; no distractions.

• High School Diploma or equivalent.
• Exceptional customer service skills; active listening; professional phone voice.
• Proficiency with computers, strong typing skills.
• Ask prying questions and diffuse tense situations when needed.
• Strong time management, decision‑making, adaptability, accountability.
• Dependable, committed to quick resolution of needs.
• Minimum 50 Mbps download, 25 Mbps upload, Ethernet connection; no satellite, hotspot, Wi‑Fi, or pay‑per‑data services.
• Workstation setup within 8‑12 ft of modem/router; two ports required.

Hybrid position in Winchester, VA. After training, shift will be flexible and may involve weekend work.

Pay: $19.50 per hour.

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – pre‑tax and Roth post‑tax contributions available
• Life Insurance (voluntary & AD&D)
• Short and long‑term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, vacation, or sick leave)

The company is an equal‑opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.

Massachusetts Lie Detector: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Use of Artificial Intelligence (AI): We may use AI to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.

This position is anticipated to close on Jun 27, 2026.